| Support Escalations
PRIORITY SLA (Service Level Agreement) ESCALATION DEFINITIONS (defined by support groups):
LAN Support
PROBLEM
EMERGENCY = 10 Hrs / 1 day - OUTAGE
HIGH = 20 Hrs / 2 days - DEFAULT
MEDIUM = 30 Hrs / 3 days
LOW = 600 Hrs / 60 days
SUSPEND = Stops escalation - Ticket has been stalled or has been put on hold.
CHANGE
EMERGENCY = 20 Hrs / 2 days
HIGH 140 Hrs / 14 days - DEFAULT
MEDIUM = 600 Hrs / 60 days
LOW = 2600 Hrs / 260 days
SUSPEND = Stops escalation - Ticket has been stalled or has been put on hold.
Application Development / Systems / Operations
PROBLEM
EMERGENCY = 10 Hrs / 1 day - OUTAGE
HIGH = 20 Hrs / 2 days - DEFAULT
MEDIUM = 30 Hrs / 3 days
LOW = 600 Hrs / 60 days
SUSPEND = Stops escalation - Ticket has been stalled or has been put on hold.
CHANGE
EMERGENCY = 10 Hrs / 1 day
HIGH = 70 Hrs / 7 day - DEFAULT
MEDIUM = 200 Hrs / 20 days
LOW = 1300 hrs / 130 days
SUSPEND = Stops escalation - Ticket has been stalled or has been put on hold.
DSA/DSP
PROBLEM
EMERGENCY = 10 Hrs / 1 day - OUTAGE
HIGH = 30 Hrs / 3 day - DEFAULT
MEDIUM = 400 Hrs / 20 work days
LOW = 600 hrs / 60 work days
SUSPEND = Stops escalation - Ticket has been stalled or has been put on hold.
NOTE: GWI administer set up Escalation Notifies per Management.
Tech will receive E-mail notification reminders when incident is about to escalate. Tech should update ticket (close or change priority).
Tech’s management will receive E-mail notification when incident escalates to emergency.
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