Requesting Emergency Change Authorization in Digital Banking

In digital banking, urgent issues or service outages may necessitate emergency changes outside normal processes to quickly restore service and minimize impact.

Criteria for Emergency Change Requests

Submit an emergency change request for high-priority incidents when:

Critical system outages affect multiple digital banking users
A security vulnerability poses significant risk
A temporary fix is needed while awaiting a permanent solution

Emergency changes should be rare. Whenever possible, use the standard change management process for non-emergency changes.

Procedure for Requesting an Emergency Change

To request an emergency change in digital banking:

Submit a high-priority ticket describing:
- The issue or vulnerability
- Justification for emergency change
- Details of proposed change (implementation plan, downtime, testing, and rollback plans)
The Change Manager will review the request urgently
Upon approval, follow instructions to schedule and execute the change
The Emergency Change Advisory Board will evaluate next steps

Final approval is required from the IT Director and relevant business stakeholders based on risk and criticality.

Guidelines for Implementing Emergency Changes

When carrying out an approved emergency change, adhere to these guidelines:

Form a qualified team to execute the change promptly
Ensure vetted rollback and backup plans
Communicate impact and downtime details clearly
Conduct peer reviews and testing where feasible
Document all actions during and after the change

Emergency changes are subject to audit; maintain thorough records. Request an emergency change when necessary to swiftly address qualifying issues.