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watchdogs:on_call_process
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| watchdogs:on_call_process [2017/02/07 10:16] – [On Call Process] edillon | watchdogs:on_call_process [2021/06/25 10:09] (current) – external edit 127.0.0.1 | ||
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| + | ====== On Call Process ====== | ||
| + | |||
| + | Author: Eileen Dillon | ||
| + | |||
| + | The current escalation process that is communicated to our customers is as follows: | ||
| + | [[https:// | ||
| + | |||
| + | [[https:// | ||
| + | |||
| + | Outages can occur as follows: | ||
| + | * Customer reports an issue - via critical text message or email. | ||
| + | * Critical Watchdogs - text message & emails. Be aware, the customer maybe copied on some Watchdogs. | ||
| + | |||
| + | Procedure: | ||
| + | * Create a customer support ticket **no matter what**. | ||
| + | * Email the customer back to inform them we are actively looking at the issue with the customer support ticket #. Include: support@errigal.com, | ||
| + | * If required, and the issue has been raised by the customer, phone the contact person to get a full description of the issue. phones the relevant NOC if required. See below for listing per customer. | ||
| + | * Contact developers via the whatsapps group, skype (record the group chat) and Errigal webex (record the webex), as required. | ||
| + | * If many people are investigating the issue, designate one person as an outage technical leader, advising the team and ensuring process is followed. | ||
| + | * Designate one person for Customer Communications throughout the resolution process. Their responsibility is to keep the customer support ticket and the relevant email thread updated on a regular basis. | ||
| + | * Document the changes made, investigations, | ||
| + | * Backup all the logs - see section [[support: | ||
| + | * Restart the application if relevant. | ||
| + | * Follow the usual checklists to troubleshoot the issue | ||
| + | * If the issue cannot be resolved during your time zone, ensure all information is communicated to the team taking this over and record any follow ups needed which may be needed. | ||
| + | * Note that a RCA document may be needed - management decision. | ||
| + | * Be aware that the customer maybe copied on some Watchdogs. | ||
| + | |||
| + | |||
| + | ==== Crown Castle Contact List ==== | ||
| + | * DAS / WIFI Email < | ||
| + | * SCNOC < | ||
| + | * ReleaseManagementSupport < | ||
| + | * Crown Castle Small Cell NOC Phone Number | ||
| + | |||
| + | * CHAD BENNETT, Application Engineer – SCN Tech Support. E: Chad.Bennett@crowncastle.com T: +1 (724) 416-9947 | ||
| + | * RICH SANDALA, Small Cell NOC Manager E: Rich.Sandala@crowncastle.com T: +1 (724) 416-2973 | ||
| + | * TJ PARKINS, Manager – SCN Technical Support, E: TJ.Parkins@crowncastle.com T: (724) 416-9080 | M: (847) 514-0341 | ||
| + | |||
| + | ==== ExteNet Contact List ==== | ||
| + | * ExteNet NOC: Tier2noc@extenetsystems.com < | ||
| + | * Matt Simpson < | ||
| + | * Brenda Greene < | ||
| + | * Keith Laug < | ||
| + | * Oscar DeJesus < | ||
| + | * NOC Phone Number +1 866-892-5327. | ||
| + | |||
| + | ==== Customer Public URLs ==== | ||
| + | CC: https:// | ||
| + | e.g. https:// | ||
| + | |||
| + | ExteNet : https:// | ||
| + | e.g. https:// | ||
| + | |||
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