Escalation procedures

The Escalation process is based on the different Service Level Agreements, the ticket Priority drives all escalations.

Notifications and Escalations are both directly related to the Response Time and Resolution Time.

Steps:

1. Service Level Agreement
   
   A Service Level Agreement (SLA) determines the time that a service request must be acted upon and resolved.
      Step 1
2. Notification
   
   The Notification alerts the appropriate VITA service group of the problem or request.    Step 2
3. Escalation
   
   The Escalation monitors the elapsed time and at set intervals sends e-mail messages escalating the problem or request to the next level.    Step 3
4. There are two types of Notifications and Escalations.
   
   1. Response Time
   2. Resolution Time    Step 4
5. Response Time
   
   The time between the ticket creation and the time that it takes the service rep to accept the ticket.
   
   Response time is based on priorities and SLA's.   Step 5
6. Incident Response Time (SLA)
   
   Priority--------Response--------Escalation-------------
   
   Critical --------------15 min--------------------after 15 min every 20 min
   High------------------15 min -------------------after 15 min every 20 min
   Medium-------------30 min -------------------after 30 min every 30 min
   Low------------------2 hrs----------------------after 2 hrs every 30 min
     
   
      Step 6
7. Critical Incident Response Time
   
   An e-mail is immediately sent notifying the Service Group or Rep of the ticket.
   
   If the ticket is not accepted in 15 minutes a second notification of escalation is sent to the next level.
   
   The escalation notices will continue every 20 minutes until the ticket is accepted.
   
      Step 7
8. Service Request Response Time (SLA)
   
   Priority--------Response--------Escalation-------------
   
   Critical --------------16 hrs--------------------after 16 hrs every 20 min
   High------------------24 hrs -------------------after 24 hrs every 20 min
   Medium-------------36 hrs -------------------after 36 hrs every 20 min
   Low------------------48 hrs--------------------after 48 hrs every 20 min
     
   
      Step 8
9. Service Request Response Time
   
   An e-mail is immediately sent notifying the Service Group or Rep of the ticket.
    
   If the ticket is not accepted in 16 hrs, a second notification of escalation is sent to the next service level.
   
    The escalation notices will continue every 20 minutes until the ticket is accepted.
   
      Step 9
10. Resolution Time
    
    1. Resolution Time is the time it takes to solve an Incident or Service Request.
    
    2. Resolution Time begins once the service rep has accepted the assignment.
    
    3. Resolution Time is based on priorities and SLA's
     
    
         Step 10
11. New Service Request Resolution Time
    
    Priority--------Response--------Escalation-------------
    
    Critical --------------24 hrs--------------------after 24 hrs every 20 min
    High------------------32 hrs -------------------after 32 hrs every 20 min
    Medium-------------42 hrs -------------------after 42 hrs every 20 min
    Low------------------64 hrs--------------------after 64 hrs every 20 min
      
    
       Step 11
12. New Service Request Resolution Time
    
    Once a ticket is accepted the Resolution Time begins.
    
    If a high priority ticket is not accepted in 32 hours a second notification of escalation is sent.
    
       Step 12
13. Incident Resolution Time
    
    Priority--------Response--------Escalation-------------
    
    Critical --------------4 hrs-------------------after 4 hrs every 20 min
    High------------------8 hrs -------------------after 8 hrs every 20 min
    Medium------------48 hrs ------------------after 48 hrs every 20 min
    Low-----------------168 hrs-----------------after 168 hrs every 20 min
      
    
       Step 13
14. Service Problem Resolution Time
    
    Once a ticket is accepted the Resolution Time begins.
    
    If a high priority ticket is not resolved within 8 hours a second notification of escalation is sent.
    
    This will continue to occur every 30 minutes until the ticket is resolved.   Step 14
15. Click the VA link.
    This screen shows a Service Request with priority of 2, which has an automatic alert time set for 20 minutes after initial notification. The difference here is the 3 day initial notification.
    3 00:00:00   Step 15
16. Click the VA link.
    This screen shows a Incident with priority of 1, which has an automatic alert time set for 20 minutes after initial notification.   Step 16
17. Click the VA link.
    This screen shows a Incident with priority of 3, which has an automatic alert time set for 20 minutes after initial notification.
    00:30:00 - 00:50:00   Step 17
18. Click the VA link.
    This screen shows a Incident with priority of 4, which has an automatic alert time set for 20 minutes after initial notification. In this case the deadline alert is set for 7 days.
    7 00:00:00   Step 18
19. Click the VA link.
    This screen shows a Service Request with priority of 1, which has an automatic alert time set for 20 minutes after initial notification. First alert set for 2 days.
    2 00:00:00
    2 00:20:00
    2 00:40:00
    3:00:00:00   Step 19
20. Click the VA link.   Step 20
21. Click the VA link.   Step 21

End of Topic.

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