====== On Call Process ====== Author: Eileen Dillon The current escalation process that is communicated to our customers is as follows: [[https://drive.google.com/a/errigal.com/file/d/0BzOPOur52nscZUNTN0RJaWtOSzg/view?usp=sharing|Customer Errigal Escalation Process]] [[https://docs.google.com/spreadsheets/d/1yDb9VKR10PVmQDeurIvk5WpvMBw-PRRtsz5fPHGhjhI/edit#gid=818306596|Support Rota Dexcomm Rota sheet]] 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, developers@errigal.com and the relevant customer list. See below for listing per customer. * 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, cause analysis etc. in case an RCA is required. * Backup all the logs - see section [[support:outage_process_backups|Outage Process]] * 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 +1 888-632-0931. * 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 office +1.630.799.6807, mobile +1.847.878.4320 * Brenda Greene * Keith Laug * Oscar DeJesus , Office - 630 505 3857 Cell - 224 478 9344 * NOC Phone Number +1 866-892-5327. ==== Customer Public URLs ==== CC: https://scnoc.crowncastle.com/ e.g. https://scnoc.crowncastle.com/Ticketer/ ExteNet : https://nocportal.extenetsystems.com/ e.g. https://nocportal.extenetsystems.com/Ticketer