Requesting Urgent Changes in Payment Processing

In the event of a critical issue affecting payment processing, urgent changes may be necessary to restore services quickly and minimize business impact. This guide outlines the process for requesting such changes.

When to Request an Urgent Change

An urgent change request should only be submitted for high-priority incidents when:

There is a critical system outage affecting multiple transactions
There is a security vulnerability posing significant risk
A temporary fix is needed to maintain service while a permanent solution is in progress

Urgent changes should be exceptions rather than the norm. Non-urgent changes should follow the standard change management process.

How to Request an Urgent Change

To request an urgent change, please follow these steps:

Open a high-priority ticket with the Service Desk detailing:
- The issue or vulnerability
- Justification for the urgent change
- Proposed solution details (implementation plan, downtime, testing, rollback plan)
The Change Manager will review the request immediately
If approved, follow instructions to implement the change
The Change Advisory Board (CAB) will evaluate next steps

Urgent changes require final approval from senior management based on criticality and risk assessment.

Rules for Implementing Urgent Changes

When implementing an approved urgent change, teams must adhere to these rules:

Assemble a qualified team to execute the change swiftly
Prepare rollback plans in case of issues
Provide detailed communication regarding impacts and downtime
Follow standard procedures like peer review and testing as much as possible
Document all actions taken during and after the change

Urgent changes are subject to audit, so meticulous records are essential.