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CONTACT CENTER - IT NETWORK ESCALATION POLICY V 1.0 1.

0 PURPOSE

The purpose of this document is to describe CEs categorization of Incidents in terms of severity levels, and to define CEs Incident Management Escalation and Notification policy. 2.0 SCOPE

This escalation policy applies to all incidents occurring within the contact center. 3.0 CATEGORIZATION OF Incidents

CE categorizes Incidents as: Severity Level


Severity Severity Severity Severity 1 2 3 4

Priority Level
Critical Urgent Alarming Important

Description

Complete network outage (100% of users affected) Major network outage (>50% of users affected) Minor network outage (>25% but less than 50% affected) Isolated (<25% of users affected) / not work impacting

Customer may change the Priority Level at anytime 4.0 ESCALATION SEVERITY PROCEDURE

Attachment 1 contains the names and phone numbers of CE personnel holding the positions referenced in this escalation policy. The Call Center Manager or assigned shift lead is responsible for performing escalations on behalf of her agents or the customer. Severity 1 (Critical Severity) Complete Network Outage DESCRIPTION: This type of Incident or emergency situation affected all users or all customers for a particular gaming site. EXAMPLES: All users are unable to log in to the network. All customers are unable to log-in on the online gaming site (Savan, HTV, etc.).

ESCALATION REQUIRMENTS: The Call Center Manager / Shift Lead will immediately notify the CTE / Director. 1) 2) 3) 4) Chief Technology Executive - Immediately Director for Contact Center Immediately Call Center Manager Immediately Effica (if it is a major customer related outage) - Immediately

STATUS UPDATES:

Every 30 minutes.

The CTE or the CTEs department is responsible for ensuring that affected customers receive a status update at 30-minute intervals until the incident is resolved. A full incident report will be provided within 24 business hours after resolution. Severity 2 (Urgent Severity) MAJOR NETWORK OUTAGES DESCRIPTION: This type of Incident or emergency situation affected 50% of all users or 50% of all customers for a particular gaming site. EXAMPLES: Half of the users are unable to log in to the network. 50% customers are unable to log-in on the online gaming site (Savan, HTV, etc.).

ESCALATION REQUIRMENTS: The Call Center Manager / Shift Lead will immediately notify the CTE / Director. 1) 2) 3) 4) Chief Technology Executive - Immediately Director for Contact Center 5 minutes Call Center Manager 10 minutes Effica (if it is a major customer related outage) - Immediately Hourly

STATUS UPDATES:

The CTE or CTEs Department is responsible for ensuring that affected customers receive a status update at 1 hour intervals until the incident is resolved. A full incident report will be provided within 24 business hours after resolution. Severity 3 (Important Severity) - MINOR NETWORK OUTAGE DESCRIPTION: This type of Incident or emergency situation affected all users or all customers for a particular gaming site. EXAMPLES: 25% of the users are unable to log in to the network.

25% of customers or 1 out of every 4 customers calling are unable to log-in / play on the online gaming site (Savan, HTV, etc.). ESCALATION REQUIRMENTS: The NOC will notify the IT team within 15 minutes of the incident if the problem is not resolved, the following Call Center Manager / Shift Lead will notify the following:

1) IT Designated Lead 2 hours 2) CTE 4 hours 3) Director for Contact Center 8 hours STATUS UPDATES: Every 6 hours

The IT Department will provide status to the customer at 24-hour intervals until resolved. Severity 4 (Important Severity) - ISOLATED ISSUE DESCRIPTION: Any issue which affects less than 25% of all users or customers calling or a change request or a Minor issue that affects everyone but does not completely prevent operations. EXAMPLES: Change request I.E. Block an IP address or Latency / Slow internet connection.

ESCALATION REQUIRMENTS: The NOC will notify the NOC engineering team within 4 hours of the incident if the problem is not resolved, the following Trillion management personnel will be notified as stated below 1) IT Department 4 hours 2) Call Center Manager 8 hours 3) Director for Contact Center 12 hours STATUS UPDATES: Every 8 hours

The IT Department will provide status to the customer at 24-hour intervals until resolved. 5.0 Escalation Contact Information Incident Reporting Phone Numbers: Network Problems IT Department CS Call Center Manager Heng Chhovarn TM Call Center Manager Sophy Thou Director, Contact Center Joel Pailagao Akut Chief Technology Executive Michael Brown V1.0/JPA Contact Number/s

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