A Major Incident is defined as any disruption of the production service, performance degradation, or any issue that prevents the reasonable use of the production system which impacts all or most of the system's users.

• The User Support team specifically supports the DRIVES and GenTax systems.  

• The Governor's Office of Information Technology (OIT) Helpdesk supports hardware, including desktops, laptops, printers, software, passwords, networks, and many other aspects of information technology. 

• Is DRIVES or GenTax running slowly or spinning?
  This might be a Major Incident - Please call User Support.

• Are all of the users of your office unable to reach their email or other internet websites?
  This might be a major NETWORK incident. Please get in touch with the OIT Helpdesk.

• Are you unable to log in to DRIVES or GenTax?
  This is an access incident - contact OIT.

• Have you have experienced or suspect a breach or loss of PII or a security incident, which includes SSA-provided information? This is a Major Incident. Please call User Support. 

FOR DRIVES:

• Are all Title Printers inoperable? -- This might be a DRIVES major incident - Please call User Support.

• Did the Office lose all power? -- This is a major incident for FACILITIES. Please contact the OIT Helpdesk.

• Would you like some help with a complex title and registration transaction? -- This is an Operational Question - Please contact the User Support team  

It is recommended that each office have at least one, but preferably more, people to sign up for Major Incident Management (MIM) Notifications. You can also check the status of Major Incidents via the OIT Major Incident Management Dashboard.