Ticket Escalation
TICKET ESCALATION
RE: To: Manager
FROM: System Administrator
Here is a draft policy I'd like to implement on how support requests will be prioritized for the following departments: Customer Service, Sales, Accounting, & Marketing. Note, we can use this draft policy to implement a ticket escalation policy for all departments, not just those listed. Here is my draft for consideration:
Severity Levels
We shall have four different severity levels that we use to classify all client issues at our sole discretion:
• Severity Level I – Critical Business Impact
You have a complete loss of service or resources and the problem is affecting multiple users. No work around exists.
• Severity Level II – Serious Business Impact
You’re experiencing significant or degraded loss of service or resources and the problem is affecting multiple users. A work around exists.
• Severity Level III – Minor Business Impact
You’re experiencing a minor loss of service and the problem is only affecting a small number of users.
• Severity Level IV – No Business Impact
Your services and resources are in full working mode and your work is not being impeded at this time.
Response Times by setting response targets, we strive to resolve your issues as quickly as possible:
• Severity Level l
If it is not resolved 4 hours after the initial call, then it is escalated to the CTO.
If it is not resolved 8 hours after the initial call, then it is escalated to the President and Account Manager.
• Severity Level ll
If it is not resolved 8 hours after the initial call, then it is escalated to the CTO.
If it is not resolved 24 hours after the initial call, then it is escalated to the President and Account Manager
Sincerely,
System Administrator
RE: To: Manager
FROM: System Administrator
Here is a draft policy I'd like to implement on how support requests will be prioritized for the following departments: Customer Service, Sales, Accounting, & Marketing. Note, we can use this draft policy to implement a ticket escalation policy for all departments, not just those listed. Here is my draft for consideration:
Severity Levels
We shall have four different severity levels that we use to classify all client issues at our sole discretion:
• Severity Level I – Critical Business Impact
You have a complete loss of service or resources and the problem is affecting multiple users. No work around exists.
• Severity Level II – Serious Business Impact
You’re experiencing significant or degraded loss of service or resources and the problem is affecting multiple users. A work around exists.
• Severity Level III – Minor Business Impact
You’re experiencing a minor loss of service and the problem is only affecting a small number of users.
• Severity Level IV – No Business Impact
Your services and resources are in full working mode and your work is not being impeded at this time.
Response Times by setting response targets, we strive to resolve your issues as quickly as possible:
• Severity Level l
If it is not resolved 4 hours after the initial call, then it is escalated to the CTO.
If it is not resolved 8 hours after the initial call, then it is escalated to the President and Account Manager.
• Severity Level ll
If it is not resolved 8 hours after the initial call, then it is escalated to the CTO.
If it is not resolved 24 hours after the initial call, then it is escalated to the President and Account Manager
Sincerely,
System Administrator