ACT Problem Escalation Process

ACT Problem Escalation Process

Use this process for all call-out situations

Initiate the paging procedure in all situations. Refer to the procedures below for the appropriate contact person for each situation specified.

For the following teams

Database Administration and Security
Operations
Production Control
Technical support - IBM Enterprise server
Technical support - Sun servers
Mainframe applications

Normal business hours: Contact in-house staff.
(weekdays, 8 a.m. 4:30 p.m.)

Off hours: Use the area's on-call list.

If the appropriate contact cannot be reached, page the team manager. If the team manager doesn't respond, page the IT Infrastructure Director.

If you get no response to the page within 15 minutes, call the contact person.

If you get no response to the call within 15 minutes (not the same as no resolution to the problem), page the next appropriate person for the situation on the contact list (begin again at the top and go through the sequence until you make a "live" contact)