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
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