Overview When customers started calling telecom­ munications provider Unitel to complain that their Internet service had dropped out, the company had a problem. Because Unitel didn’t immediately know the root cause of the outage, customers had to wait up to two hours before services could be restored. The incident was a wake­up call for the Mongo­ lian company, showing how delays in resolving IT security incidents could trigger negative rumors about Unitel’s reliability and damage the company’s business reputation. With three other carriers competing in a country with a population of about three million people, the risk was very real that unhappy customers could switch to a rival provider. Today, Unitel has dramatically reduced the number of these outages. The company has do

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