This is basically what we do:
1) Emerg Support Person gets notification of a problem. They determine
the cause (i.e. user error, system problem, armaggedon, etc).
2) If they can handle the problem, they do so accordingly - otherwise they
contact a specified person internally (i.e. head of Dev, head of Ops, VP
of IT, President, <fill in the blank>).
3) If an internal escalation is needed, the support personelle will notify
the customer of the approximate state of the situation (if required), and
follow up internally and with the RSP until the problem is resolved.
Many companies do something like this:
<problem lasting for> 1 hour - Escalate to Tier 2
2 hours - notify Ops/Dev
4 hours - notify Manager Ops/Dev
8 hours - notify VPs & President
more than 12 hours - resign, you'd get fired anyway *smirk*
Chuck Hatcher wrote:
>
> And can someone share the exact technique for "escalating internally" - I
> think I may need to do this to myself!
>
> ----- Original Message -----
> From: "Colin Viebrock" <[EMAIL PROTECTED]>
> To: "Charles Daminato" <[EMAIL PROTECTED]>
> Cc: <[EMAIL PROTECTED]>
> Sent: Tuesday, September 26, 2000 12:28 PM
> Subject: RE: OpenSRS Support - Comments Anyone?
>
> > Bear in mind that the staff handling
> > the pager at the time may be sleeping, and may need to escalate
> > internally.
>
> Is that just a fancy way of saying they need to wake up? ;)
>
> - Colin
--
Charles Daminato
OpenSRS Support Manager
[EMAIL PROTECTED]
