SmartSite Escalation Document

Owned by Former user (Deleted)
Last updated: Aug 02, 2008Version comment
5 min read

Appendix C:
Escalation/Notification Procedure for SmartSite Service

Support Plan During IT Express Business Hours (7 a.m. - 10 p.m. M-F):

Escalation process when IT Express receives SmartSite system outage notifications.
1. IT Express receives a call or email from the client and creates a Remedy ticket. An application outage may mean the application is unavailable, is experiencing degraded performance, or that some significant part of the functionality is unavailable.
2. The ticket is followed-up with a phone call or voice mail (marked urgent) to the SmartSite Technical Team (all contacts) unless the outage was reported by the SmartSite Technical Team. (See SmartSite Technical Contacts).
3. SmartSite Technical Team receives the call/voice mail and/or monitors the Remedy ticket regarding outages.
4. SmartSite Technical Team keeps IT Express informed on the status of the system as the investigation continues. Updates should be given every 30 minutes or if there is a significant change in status or estimated time for repair.
5. IT Express will coordinate with Operations to post a notice to http://status.ucdavis.edu if the outage is expected to last 5 minutes or longer. IT Express sends notice to technotices email list and updates as necessary.
6. SmartSite Technical Team works to complete a resolution and updates the Remedy ticket.
7. IT Express follows up with the client(s) regarding the resolution upon receiving the updated ticket.
8. IT Express sends final notice to technotices email list. Operations updates http://status.ucdavis.edu.

Escalation process when SmartSite Technical Team identifies or receives notification of SmartSite system outage
1. SmartSite Technical Team receives a call from a client or monitoring information indicating a system outage has occurred, creates a Remedy ticket, and notifies IT Express that an outage has occurred.
2. SmartSite Technical Team investigates the problem and/or coordinates with the System Administrator to resolve the outage.
3. SmartSite Technical Team keeps IT Express informed on the status of the system as investigation continues.
4. Updates should be given every 30 minutes or if there is a significant change in status or estimated time for repair.
5. IT Express will coordinate with Operations to post a notice to http://status.ucdavis.edu if the outage is expected to last 5 minutes or longer. IT Express sends notice to technotices email list and updates as necessary.
6. Upon resolution, the SmartSite Technical Team updates the Remedy ticket and follows up with the client.
7. IT Express sends final notice to technotices email list. Operations updates http://status.ucdavis.edu.

Escalation process when System Administrator identifies or receives notification of the SmartSite system outage
1. System Administrator identifies a system outage, creates a Remedy ticket, and notifies Operations that an outage has occurred.
2. System Administrator investigates the problem and/or coordinates with the SmartSite Technical Team to resolve the outage.
3. System Administrator keeps Operations informed on the status of the system as investigation continues. Operations keeps IT Express informed on the status of the system as the investigation continues.
4. Updates should be given every 30 minutes or if there is a significant change in status or estimated time for repair.
5. Operations posts a notice to http://status.ucdavis.edu if the outage is expected to last 5 minutes or longer and coordinates other notifications (e.g. voicemail) if needed. IT Express sends notice to technotices email list and updates as necessary.
6. Upon resolution, the System Administrator updates the Remedy ticket and notifies the SmartSite Technical Team.
7. The IT Express follows up with the client(s) and notifies any other support staff, if necessary, that an outage occurred and has been resolved.
8. IT Express sends final notice to technotices email list. Operations updates http://status.ucdavis.edu.

Escalation process when Operations identifies or receives notification of the SmartSite system outage
1. Operations identifies a system outage, creates a Remedy ticket, and notifies IT Express and System Administrator that an outage has occurred.
2. System Administrator investigates the problem and/or coordinates with the SmartSite Technical Team to resolve the outage.
3. System Administrator keeps Operations informed on the status of the system as investigation continues. Operations keeps IT Express informed on the status of the system as the investigation continues.
4. Updates should be given every 30 minutes or if there is a significant change in status or estimated time for repair.
5. Operations posts a notice to http://status.ucdavis.edu if the outage is expected to last 5 minutes or longer and coordinates other notifications (e.g. voicemail) if needed. IT Express sends notice to technotices email list and updates as necessary
6. Upon resolution System Administrator updates the Remedy ticket and notifies the SmartSite Technical Team.
7. The IT Express follows up with the user and notifies any other support staff, if necessary, that an outage occurred and has been resolved.
8. IT Express sends final notice to technotices email list. Operations updates http://status.ucdavis.edu.

Support Plan When ITX is closed (Nights, Weekends and Holidays):

Escalation process for user support issues:

1. The IT Express ACD telephone system's greeting informs callers who want to report an urgent telephone, data network, or data center service outage to call Operations (2-1566).
2. When Operations receives the support request, the operator creates a Remedy ticket and contacts the System Administrator per the system administrator escalation procedures provided by the Data Center. The Remedy ticket is referred to the on-call staff (System Administrator or SmartSite Technical Team) for further updates.
3. The System Administrator contacts the SmartSite Technical Team, including Project and Program Managers, if necessary.
4. SmartSite Technical Team investigates the problem and/or coordinates with the System Administrator to resolve the outage.
5. The System Administrator keeps Operations informed on the status of the system and service availability as investigation continues.
6. Operations posts a notice to http://status.ucdavis.edu if the outage is expected to last 5 minutes or longer and coordinates other notifications (e.g. voicemail) if needed. Operations sends notice to technotices email list and updates as necessary
7. The System Administrator or SmartSite Technical Team (on-call staff) updates the Remedy ticket and follows up with the client(s) regarding the resolution.
8. Operations sends final notice to technotices email list and updates http://status.ucdavis.edu.

Escalation process when System Administrator or Operations identifies or receives notification of a SmartSite system outage
The escalation processes when either the System Administrator or Operations identifies or receives notification of a SmartSite system outage will be identical to those outlined above with the exception that IT Express will not be notified.

Technical Team Contacts:
Thomas Amsler - Primary (Office: 530 754 5198, Cell: xxx-xxx-xxxx)
Sandra Stewart - Project Manager (Office: 754-5857, Cell: 530-219-3151, Home: 530-756-4733).
Kirk Alexander - Program Manager (Office: 754-7778, Cell: xxx-xxx-xxxx)

Support Roles & Service Level Expectations:
IT Express
Level 1 Customer Support: Responsible for initial client contact regarding account, password, and general access issues. Responsible for routing functional issues to Level 2 and technical issues to Level 3.

Operations
Level 1 Customer Support: Responsible for routing client trouble reports via the Data Center's internal system administrator escalation procedures for after hours support.

Technical Team
Level 3 Technical Support: Responsible for application resolution and coordination with the System Administrator, IT Express, and Operations as required.

System Administrator
Level 3 Technical Support: Responsible for application resolution and coordination with the MIV Technical Staff, IT Express, and Operations as required.