How to Escalate IT Issues Properly
Escalation Matrix
When to escalate:
When the application is unavailable, or not functioning, and BC is facing multiple request for the same issue, and cannot be solved per existing knowledge base information.
Request may be from End user who will contact BC to seek help, also it can be identified by BC themselves during operation.
Who to escalate:
Each DC will have several nominated persons who will contact with IT Support team to escalate system issues. Normally it should be Team leads, or team leads delegate, who should double check if this issue should be escalated.
How to escalate:
Email is to be sent with agreed template, refer to below content for format requirement and how to recognize priority.
Email format:
To: CFINOPS (ASM-FIT Level 2 and 3 Technical support)
Cc: SDMORDER, APBClead
Subject: xxx PRIORITY - <APPLICATION>-Brief Description of the Issue
Email Body: Use Escalation Template provided below
Escalation TemplateApplication(s)
Description of Issue (i.e., Application offline)
Impact: (US only, Ireland, etc.)
Repro Steps (i.e., verified with Redmond or another team member they are unable to access)
CRM# if applicable
Reoccurring Issue (Yes/No)
Additional Comments:
Add screenshots below the template when available.
Bring RPO for reference:
Involve in respective RPO if there are issues during escalation process.
Escalation Priority Reference:
Priority should be selected as much as close to incident situation so that issue may get quick help and do not waste resources. It can be considered from Urgent and Impaction aspects. Reference below table for details. Also can consider support team working SLA’s to recognize ifselected Priority can meet time sensitive.
UrgencyCategory / Description
P1 - High (H) / The damage caused by the Incident increases rapidly.
Work that cannot be completed by staff is highly time sensitive.
A minor Incident can be prevented from becoming a major Incident by acting immediately.
Several users with VIP status are affected.
P2 - Medium (M) / The damage caused by the Incident increases considerably over time.
A single user with VIP status is affected.
Low (L) / The damage caused by the Incident only marginally increases over time.
Work that cannot be completed by staff is not time sensitive.
Impact
Category / Description
P1 - High (H) / A large number of staff are affected and/or not able to do their job.
A large number of customers are affected and/or acutely disadvantaged in some way.
The financial impact of the Incident is (for example) likely to exceed $XXXX.XX.
The damage to the reputation of the business is likely to be high.
P2 - Medium (M) / A moderate number of staff are affected and/or not able to do their job properly.
A moderate number of customers are affected and/or inconvenienced in some way.
The financial impact of the Incident is (for example) likely to exceed $XXXX but will not be more than $XXXXX.
The damage to the reputation of the business is likely to be moderate.
P3 - Low (L) / A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.
A minimal number of customers are affected and/or inconvenienced but not in a significant way.
The financial impact of the Incident is (for example) likely to be less than $XXXX.
The damage to the reputation of the business is likely to be minimal.
ASM SLA’s are as follows:
Acknowledgement (speed to Response):
Incident PriorityRespond Time / Immediate / High / Normal / Low
Extended / 4 hours / 8 hour / 12 hours / 24 hours
Updates/Resolution (Time to Resolve):
Incident PriorityResolve Time / Immediate / High / Normal / Low
Extended / 24 hours / 72 hour / 96 hours / 120 hours