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support:what_is_escalated_priority
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| support:what_is_escalated_priority [2017/05/16 16:11] – mmcc | support:what_is_escalated_priority [2021/06/25 10:09] (current) – external edit 127.0.0.1 | ||
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| + | ====== What is Escalated Priority? ====== | ||
| + | Author: Michelle McCausland | ||
| + | Updated: Loughlin | ||
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| + | The below process no longer applies, We work from the Top of the Open queue. The Customer sets the preferences based on agreed processes. | ||
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| + | < | ||
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| + | To denote this, they should have the " | ||
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| + | We have a contractual obligation to the customer under our SLA to work on any outages and service impacting issues as the highest priority. | ||
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| + | Please be sure to cc support@errigal.com and the Director of Operations (Dave) on any emails related to escalated priority items for awareness. | ||
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| + | The following are the main categories of escalated priority items: | ||
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| + | * **Any outages of applications** - in the case of an outage, a formal RCA document is requested from the customer. This must be completed within 15 days of the document being requested. | ||
| + | * The label RCA_Required should be added to the support ticket to track this. | ||
| + | * It is also required that the outage scripts be ran to capture any relevant data relating to this outage. | ||
| + | * A due date of 15 days from now must be added to the ticket to ensure this is adhered to. | ||
| + | * Example: CCSUPPORT-1946 - Crown Castle - IDMS Ticketer - Ticket creation issues on 2016-02-19 (Root cause analysis being performed) | ||
| + | * **Service impacting issues** | ||
| + | * CCSUPPORT-2010 - "Show in Monitor = false" elements created PM Tickets and did not assign owners | ||
| + | * CCSUPPORT-2068 - Investigate error received on Dig portal when trying to update a ticket | ||
| + | * **Carrier affecting issues** - eg. carrier not receiving report, not receiving an email, broken email | ||
| + | * CCSUPPORT-2065 - Investigate Daily at 19:00 for Verizon report not being sent out | ||
| + | * Broken emails or emails not sending on production | ||
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| + | **Look for keywords from the customer** | ||
| + | * "This is a very high priority, please address immediately" | ||
| + | * "We are unable to login to the ticketer/ Snmp manager etc" | ||
| + | * " | ||
| + | * " | ||
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