Business Intelligence
Major IT incidents
Major IT incidents increased by 22% to 56 reported incidents in FY26, driven principally by third-party service interruptions and recurring incidents across selected customer-facing technology services. In response, AGL is prioritising improvements to technology resilience, operational discipline and vendor performance management, with a focus on strengthening system reliability, reducing repeat disruptions and protecting customers and AGL’s data as technology and service environments continue to evolve.
Data relates to the number of major IT incidents impacting a technology service, system, network or application ranked as 'critical' or 'high' in accordance with AGL's IT management processes. |
Major IT Incidents comprise two types: |
Critical (P1) - Complete interruption of service, system, network, application or configuration item identified as critical. The event has one (or a combination) of the following: Enterprise wide unavailability of one or more services e.g. SAP, Network, Email, Skype for Business, Voice, Citrix |
High (P2) - Applies when the service, system, network, application or configuration item can perform but where performance is significantly reduced and/or with very limited functionality. Operations can continue in a restricted mode. The event has one (or a combination) of the following: Enterprise or site wide service/Performance degradation of one or more services e.g. SAP, Network, Email, Skype for Business, Voice, Citrix, Video Conferencing, Wi-Fi |
Data excludes Incidents related to Southern Phone for services not sold under the AGL Telco brand. |