User Tools
resolution_area:escalation
Differences
This shows you the differences between two versions of the page.
| Both sides previous revisionPrevious revisionNext revision | Previous revision | ||
| resolution_area:escalation [2022/11/03 18:13] – additional text 10.91.110.100 | resolution_area:escalation [2022/11/03 21:00] (current) – added note on reording 10.91.110.100 | ||
|---|---|---|---|
| Line 16: | Line 16: | ||
| * 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:// |
| Line 30: | Line 30: | ||
| ==== 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. | ||
| Line 68: | Line 68: | ||
| 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.1667499193.txt.gz · Last modified: 2022/11/03 18:13 by 10.91.110.100
Page Tools
