How to Open a Major Incident Bridge

A quick and visual guide to raise a bridge during critical outages and major incidents.

🚨 When to Open a Bridge

If there is significant customer impact, a system outage, or a business-critical degradation, a Major Incident Bridge must be opened immediately.

🧭 TWO WAYS TO OPEN THE BRIDGE

Option 1: PagerDuty Users

If you have a PagerDuty full business license, you can use this method to open the bridge call.

🟦 Step-by-Step

1. Open PagerDuty → Click New Incident
2. Enter a clear Description and Impact Summary
3. Select "OC Bridge Notifications (MS Teams)" as the impacted service
4. Click on Create Incident, and an incident will be created
The Teams MIM Bridge will be created automatically, and shared with the requester.

Option 2: All Users

This method is available to everyone across the organization.

📧 How It Works

1. Send an email to the MajorIncident@sophos.com
2. The MS Teams bridge will be created and shared with the requester.