ESCALATION PROCEDURE

 ESCALATION PROCEDURE

1. Support request is received.
2. Problem/Concern is identified and documented in Helpdesk (Hesk).
3. Problem/ Concern is assessed if it can be resolved through Level 1 support.

 If trouble can be resolved by Support Assistant:

            For In-House support

1. Support request will be turned over to available technical support for immediate assistance.

If trouble cannot be resolved by Support Assistant:

1. Problem/Trouble is escalated to Support Specialist – IT Support group.
2. Problem/ Concern is assessed if it can be resolved by Support Specialist.

If trouble can be resolved through Support Specialist:

1. Level 2 Resolution – confirmed that basic isolation didn't resolved the problem of the end-user by support assistant its either to replace a computer peripheral,

                                          requires complex configuration, install and/or upgrade software or phone unit replacement if voice if phone system is the problem.

1. Problem/Trouble is verified to be resolved to end user's satisfaction..

If trouble cannot be resolved by Support Specialist due to:

                                      A. Network/System Related Problem

1.    Problem/Trouble is escalated to IT Manager

2.    Problem/Trouble has been identified as system/application problem on the network or provisioning/configuration of communications equipment.

3.    Assess event – record details of event.

• • • • • • Determine if event is network or system related. Refer to troubleshooting guide.
          • If ISP problem, escalate to ETPI or Radius contact person.
          • Monitor action taken, monitor recurrence and update all concerned group.

4.    Close task if no recurrence of problem and/or errors and email concerned group of stability and further monitor.