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resolution_area:escalation
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| resolution_area:escalation [2022/11/03 17:58] – First Draft entry 10.91.110.100 | resolution_area:escalation [2022/11/03 21:00] (current) – added note on reording 10.91.110.100 | ||
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| ===== Overview ===== | ===== Overview ===== | ||
| - | Errigal has a very simple escalation process | + | Errigal has a very simple |
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| + | The two options are described below. | ||
| **Option A:** email critical@errigal.com | **Option A:** email critical@errigal.com | ||
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| * from here a notification is issued by Dexcomm and if required they will attempt to reach out to nominated individuals until they contact a human about the issue. | * from here a notification is issued by Dexcomm and if required they will attempt to reach out to nominated individuals until they contact a human about the issue. | ||
| - | * The list of individuals and the ordering is stored [[https:// | + | * The list of individuals and the ordering is stored [[https:// |
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| + | Both ultimately utilise the critical@errigal.com email group, which will notify the US team and IR Operations via text and the Support and Developer email distro groups. ie it is a full company notification. | ||
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| + | <WRAP center round important 60%> | ||
| + | Customers who misuse this critical text will have a strong discussion on their next management call. | ||
| + | </ | ||
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| ==== Escalation ==== | ==== Escalation ==== | ||
| - | Should an engineer feel the need to escalate an issue they are troubleshooting, | + | Should an engineer feel the need to escalate an issue they are troubleshooting, |
| For example, in the US, Steve or Padraig should be reached to discuss the problem and the next steps. In Ireland, Anthony should be reached to discuss. | For example, in the US, Steve or Padraig should be reached to discuss the problem and the next steps. In Ireland, Anthony should be reached to discuss. | ||
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| If nobody picks up on the transition, as we are talking about end of the night/start of the day, a phone call should be made to the person at the top of the rota in the destination timezone. For example below as the sample rota, if Shea needed to transition to Ireland, the first POC would be Andrew, and vice-versa | If nobody picks up on the transition, as we are talking about end of the night/start of the day, a phone call should be made to the person at the top of the rota in the destination timezone. For example below as the sample rota, if Shea needed to transition to Ireland, the first POC would be Andrew, and vice-versa | ||
| - | {{: | + | {{: |
resolution_area/escalation.1667498319.txt.gz · Last modified: 2022/11/03 17:58 by 10.91.110.100
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