>MAJORops
RC-GEN-HR-001
v1.0
TIER 2 · GENERIC APP
MIM OWNED
Business Impact Statement
HR Systems encompass payroll processing, employee benefits, time tracking, and workforce data. A full outage prevents payroll runs, blocks employee self-service, and may delay compliance reporting. Impact escalates significantly if the incident coincides with a Thursday payroll window.
This card applies to any HR platform — Workday, ADP, UKG, or custom. For platform-specific response, check for a Tier 3 card in the Run Card Browser.
Typical Initial Exposure
E1T2V2C(~)R(~)
1 team exposed · 2 teams engaged · limited external visibility · confidence and recovery unknown at open.
Update every 15 minutes. Escalate exposure if payroll run is active or V field rises.
| Alarm | Trigger Condition | MIM Action |
|---|
| BOX 3 · P1 |
Full outage during Thursday payroll run, or data integrity concern affecting employee compensation |
Immediate BOX 3 declaration. Notify Finance Director and VP Finance. |
| BOX 2 · P2 |
Full outage outside payroll window, or degraded performance affecting >50% of users |
Default response. Contact Finance Technology Manager. Pull Tier 3 card if available. |
| BOX 1 · P3 |
Partial degradation, single feature unavailable, or performance issues affecting minority of users |
Notify Finance Technology Manager. Monitor. No bridge unless escalating. |
Which HR system(s)?Payroll, benefits, time tracking, or all?
Is payroll run active?Thu 8–11PM = auto BOX 3
How many users affected?All employees? Specific role or region?
Any recent changes?Config updates, vendor maintenance, SSO changes?
Data integrity concern?Compensation data at risk? Compliance exposure?
Vendor status page checked?Is this a known vendor incident?
MIM opens incidentDefault BOX 2. Escalate to BOX 3 if payroll active.
Contact Finance Tech ManagerPage immediately. Confirm system scope.
Check vendor status pageMost HR platforms publish real-time status.
Check Tier 3 cardPlatform-specific? Use the browser to find it.
Open vendor P1 ticketDo not wait on internal triage for SaaS HR tools.
MIM posts first milestone T+15CAN format. Note payroll status explicitly.
Vendor escalation contactFinance Tech Manager holds vendor contacts. Or Tier 3 card.
Payroll fallback plan?Manual payroll process? Legal / HR team aware?
Compliance risk confirmed?Late payroll has legal deadlines. Involve HR & Legal early.
Leadership notificationFinance Director at BOX 2. VP Finance at BOX 3.
ETA from vendor?If SaaS — get on record. Escalate if no ETA in 30 min.
MIM: update exposure every 15 minEscalate V field if employees reporting via help desk.
Is there a Tier 3 card for this system? This generic card covers all HR platforms. If the specific system is known (Workday, ADP, UKG, Paylocity, etc.), check the
Run Card Browser for a team-authored Tier 3 card. Tier 3 cards include vendor contacts, runbook links, and platform-specific diagnostics.
Finance Tech Mgr
→
MIM
→
Finance Director
→
VP Finance
Trigger escalation when: payroll run is at risk, vendor has not responded within 30 minutes, or data integrity concern is identified.
T+5
Bridge Open
Finance Tech Manager paged. MIM assigned.
T+15
First Milestone
Scope confirmed. Vendor ticket open if SaaS.
T+30
Vendor ETA Decision
If no ETA — escalate to Finance Director.
T+60
Payroll Fallback Decision
If in payroll window — Finance Director + HR make call.
All conditions must be met before MIM releases responders:
✓
HR system confirmed accessible by Finance Technology Manager
✓
Payroll impact assessed — run completed, deferred with plan, or manual fallback activated
✓
No active compliance or data integrity concern outstanding
✓
Vendor ticket status documented — resolved or tracked with ETA
✓
Finance Director notified of resolution (if BOX 2 or higher)
✓
After Action scheduled if BOX 2+ or payroll was affected