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====== Escalation Process ======

===== Overview =====

Errigal has a very simple customer escalation process where the normal support request page is unavailable for use.

The two options are described below.

**Option A:** email critical@errigal.com 
<WRAP center round alert 60%>
Not all customers are informed of this email option, due to the extent of its notification and because of the circumstances, it is used. i.e. sometimes our customers have tried to use it for minor reasons. It is only to be used for an outage, no access issue.
</WRAP>

Option B: contact Dexcomm alert center +1-415-523-9245 and lodge a request for support.

* 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://docs.google.com/spreadsheets/d/1yDb9VKR10PVmQDeurIvk5WpvMBw-PRRtsz5fPHGhjhI/edit#gid=818306596|Dexcomm Support Rota]]. :!: This ordering is changed every week, as it is based on the weekend OnCall Rota


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.

<WRAP center round important 60%>
Customers who misuse this critical text will have a strong discussion on their next management call. 
</WRAP>




==== Escalation ====

Should an engineer feel the need to escalate an issue they are troubleshooting, the process is to go to a manager in their timezone.

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.

Escalation typically arises when the engineer in question cannot progress, needs further guidance or requires approval to proceed on a particular course of action.


===== Escalation Transition =====

This occurs when the engineer due to the local time needs to transition a priority issue to another engineer at another timezone. Within the support rota, our gates are defined as

<WRAP group>
<WRAP half column>
Ireland

08:00 - 20:00 (GMT)

00:00 - 12:00 (PST)
</WRAP>

<WRAP half column>
U.S.A

20:00 - 08:00 (GMT)

12:00 - 00:00 (PST)
</WRAP>
</WRAP>

There is 1 week of the year in November, during the fall back where this timing suffers and there is a 7 hour gap meaning that the 00:00(PST)/07:00(GMT) needs recognition.


**How to Transition**

Normal transitions may be achieved via Slack messaging and should be logged in the [[https://join.slack.com/share/enQtNDMxOTU2MDkwOTcxNS1kNTk0OWQyN2EwN2M4NTA1ZGQ0ZmNmZjAyMzE5YzFkNWU4NDExMTA3NjQyM2Q4MzUzMDRiZDEyNGEyMjlhM2Qy?cdn_fallback=1|#Operations]] channel

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:rota-ordering-example.jpg?0x250|}}
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