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Out of Hours Escalation process

Updated: Wed, 29 Jul, 2020 at 9:41 AM

Out of Hours Escalation process

Table of Contents

Overview.

What is a Priority 1 issue?

Initial Checks

Process

Non-Priority 1 incidents

 

Overview.

This document defines the process for escalating Priority 1 system issues outside of standard business working hours (Mon – Fri 9:00 17:30) this escalation should be from the Ops team following escalation to them from site to the on-call IT Incident manager. A rota of who to contact when can be found at  http://tickit.yosushi.com/a/solutions/articles/50000058005 

What is a Priority 1 issue?

A priority 1 issue is a fault that has a major impact on the site trading or causes its failure to comply with legislation.

E.g. Internet connectivity is down and no internet connection to all devices in store.

Initial Checks

First things first, if not already done please open a ticket. We need to be able to track the issue and request in our system. This ensures we keep all details pertinent to your issue in one place. Not having a ticket submitted will only delay resolution of your issue. You can open a ticket anytime from our http://tickit.yosushi.com/ or by emailing helpdesk@yosushi.com

Information provided by Site to Ops Manager will be useful to establish the problem and co-ordinate with any vendors to resolve the issue quickly.

1)            Please provide contact details for senior member of the team available in store.

2)            A description of the fault and any steps you have taken to try to resolve this.

3)            Detail any error messages or previous occurrences.

 

Process.

The on-call IT Incident manager will work on the issue and provide hourly updates to the Site/Ops until resolution or until the issue can be downgraded from a priority 1.

Non-Priority 1 incidents

Incidents reported or services requested outside the working hours will be served at the next scheduled business day following the standard process.

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