UK Out of Hours Escalation process
UK Out of Hours Escalation process
Table of Contents
Overview.
What is a Priority 1 issue?.
How to log Priority 1 issue.
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 09:00 17:30) this escalation should be from the Ops team or site to the on-call IT Incident manager.
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, or a serious data breach.
How to log Priority 1 issue
Visit our service desk at https://tickit.snowfoxgroup.com and select Report an Incident
Select Yes from the P1 Out of Hours incident? dropdown.
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. Information provided will be useful to establish the problem and co-ordinate with any vendors to resolve the issue quickly.
1) A description of the fault and any steps you have taken to try to resolve this.
2) Detail any error messages or previous occurrences.
3) Please provide contact details for senior member of the team available in store.
4) Please ensure Yes in the P1 Out of Hours incident dropdown is selected as this will instigate the process.
Process.
Once raised this will notify the on-call IT Incident manager who 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
Any Incidents reported as a priority 1 that do not conform with the definition within this document will be downgraded and will be served at the next scheduled business day following the standard process and be reported.