On Call Process

Author: Eileen Dillon

The current escalation process that is communicated to our customers is as follows: Customer Errigal Escalation Process

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 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.

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 NOC: Tier2noc@extenetsystems.com noc@extenetsystems.com
Matt Simpson msimpson@extenetsystems.com office +1.630.799.6807, mobile +1.847.878.4320
Brenda Greene bgreene.ctr@extenetsystems.com
Keith Laug klaug@extenetsystems.com
Oscar DeJesus odejesus@extenetsystems.com, Office - 630 505 3857 Cell - 224 478 9344
NOC Phone Number +1 866-892-5327.

Internal Errigal Collaboration Wiki