Errigal has a very simple escalation process and notification process

Option A: email critical@errigal.com

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 Dexcomm Support Rota

Should an engineer feel the need to escalate an issue they are troubleshooting, the process should be 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.

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

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 #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