How to escalate an incident?

How to escalate an incident?

We understand that there may be times when you wish to escalate an incident. This could be due to several reasons:

• A service outage that exceeds the Service Level Agreement
• You are unable to carry out business as usual due to a fault
• You have a crisis situation
• Failure of escalation and/or communication plan
• Increase in impact and/or criticality of service disruption
• Risk of damage to your business reputation
• A protracted repair or multiple repeat fault scenarios

Therefore, within Service Assurance we provide you with a five-level escalation matrix.

Outlined are the steps you should take to escalate an incident.

• • All escalation must be made via phone (escalations made via e-mail may suffer delays as individual mailboxes are not monitored 24×7)
  • Make sure you enter your ticket reference when calling us to help with routing your escalation appropriately. Our ticket format is 1-0123456789. The valid format to enter within the Interactive voice response (IVR) is: 10123456789 (disregard “-“)
  • Escalations will be system driven, and will move sequentially from level 1 to 5

  • The escalation owner can decide to expedite or delay the requested escalation level

  • In the event of a Colt MNI the crisis escalation process may be invoked and supersede this process
  • Network Operations will always have a contact available at all levels