2022 Support Escalation Policy

Emergency Escalation Procedures and Contacts

“Emergency Escalations” can be best defined as an outage that results in one or more of our services suddenly becoming unavailable to users. A good example would be the inaccessibility of iOffice or other critical online resource. In the event of one of these, the first step should be to create a ticket via the process listed in this article.

The issue should also be announced in the Support Escalation Chat using the “@all” identifier. Wait for a response in the escalation chat for further instructions or requests for clarification. If there are no responses in either the channel, or to the ticket, use the contact list below if the outage affects one of these five systems.

• Admin

• iOffice

• SMS

• UPSYS

• CCD

Emergency Contact Numbers

For emergencies and or outages use Sharpen to contact either of these two staff members.

• James Rowe +1 303-994-0630

• Cotton Tenney +1 520-507-5266

The final point of contact should only be used if neither of the above individuals responds in a timely manner.

• Cheryl Aarsvold +1 952-484-3034

Note! In order to complete this procedure, your credentials will need to be registered under your “@rogerspos” email address to the Support Portal. Please let your manager know if you have any initial problems accessing this resource.

Using A-ha to Submit Escalation Tickets

Step 1: Go to the Support Portal located here, and click on the “Add support escalation” button in the upper left.

Step 2: Be sure to fill out all of the required information for this ticket. This should include a clear definition of your issue, a detailed description of the problem, along with steps used thus far, the proper category, and the priority in which this issue needs to be addressed. When finished, click on the “Create support escalation” button.

Step 3: The ticket will now be part of the escalations workflow, and you will be able to check up on its status by referencing the link associated with it In the list of links on the right.

Step 4: Clicking on the link will generate a summary of the ticket as well as its current status.

Note! If there are any changes or edits to this ticket, a notification will always be triggered reading that “James Rowe has…“. This will occur regardless who makes any changes in Gitlab or anywhere else.

Escalation Template

• Database: Database name(s) for reference and comparison.

• Store Name: Name of store as listed in admin, for reference and comparison.

• Versions: Current branches only. Check with a manager if you are unsure.

• Instances: Is the issue only affecting the reported store, multiple stores, or all stores

• Description of Problem: Your explanation as a technical support agent of what exactly is happening. Details are key, but be as clear and concise as possible. Any changes or additional pertinent information discovered by Level 2 or Escalation Review Team will be added here as well.

• Steps to Recreate: Exact steps to replicate the problem being experienced. If not possible, offer an explanation for why and attach any resources you have collected that might make your case.

• Expected: What should be happening as far as you understand it?

• Actual: What is happening now that is undesired.

• Troubleshooting Completed: A quick list of everything that was done to try and remedy the situation.

NOTE: If it’s a problem that any account or store may be experiencing, be sure to mention that!

1. Include the Steps to Recreate the problem so that anyone investigating knows how to find it.

2. Explain the Expected Results

3. Detail the Actual Results

4. Under Categories, select the category(s) that the problem most closely relates to.

5. Set the Priority of the issue.

6. Click the Create Support Escalation button.

Tracking and Managing your Escalation

Take note of the number of the ticket that you created. It might be a good idea to bookmark the ticket so that you can more easily keep an eye on it.

If it’s urgent, be sure to notify:

• The Support Manager on shift

• David Wachong

• Jake if it’s a sys admin ticket

• Lioba if it’s a development ticket

It’s critical that you take note of any and all comments left on the ticket, as there may be a request for assistance from the support agent that created the ticket (you)!