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====== What is Escalated Priority? ======

Author: Michelle McCausland
Updated: Loughlin

The below process no longer applies, We work from the Top of the Open queue. The Customer sets the preferences based on agreed processes. 


<del>Support requests that require immediate attention are referred to as escalated priority items. 

To denote this, they should have the "Escalated Priority" label added to the associated support ticket.

We have a contractual obligation to the customer under our SLA to work on any outages and service impacting issues as the highest priority.

Please be sure to cc support@errigal.com and the Director of Operations (Dave) on any emails related to escalated priority items for awareness.

The following are the main categories of escalated priority items:

* **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

**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"
    * "Carrier/ similar did not receive this report from production"
    * "Report is not running correctly on production"</del>
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