Subject: [Confluence] LMOD Projects > LMOD Support Escalation Paths
From: "Adi Komari (Confluence)" <[email-masked]>
To: [email-masked]
Date: Thu, 17 Dec 2020 22:08:35 +0000 (UTC)

There's 1 new edit on this page

LMOD Support Escalation Paths

Adi Komari edited this page

Here's what changed:

Escalation paths Support team should be following for the following channels and products:

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Check the Media Focus Area - Acquisition- JIRA board

Ask the PO about the issue as it may already be known and not yet added in Jira

If given the go ahead or the PO is not available and there is an obvious bug create a ticket (Steps creating a Jira ticket here)

AXII Urgent Escalation (Xmas - NY Period 2020/21)

For the christmas period 2020 the only events that will trigger the escalation pathway are P1 / Severity 1 events, outlines below. The other priorities will be assigned during the next business day.

...

Pagerduty on call team members

Prerequisites:

Each team member on call needs to be added to pagerduty so issues can be acknowledged, resolved or escalated.

Please install the Pagerduty application (available in both ios and androids stores - free)

Setup your accounts and alerting preferences (in pagerduty)

...

The SLA of issues for Tiers 1, 3, and 4 shall be one hour within standard NZT business hours.

The SLA of issues for Tier 2 shall be one hour within 3pm-12am NZT.

The Acknowledgment time for all alerts is 10 minutes if an alert is not acknowledged within this timeframe the incident will escalate to the next tier.

AXII Urgent Escalation (Xmas - NY Period 2020/21)

For the christmas period 2020 the only events that will trigger the escalation pathway are P1 / Severity 1 events, outlines below. The other priorities will be assigned during the next business day.

User Journey

Scenario

Severity

Services Used

Subscribe

No products showing

1

DynamoDB

Can't create account

1

Cognito, DynamoDB, Magento (existing customer)

Payment

1

Braintree

Create subscription

1

Chargify, Braintree, Tune (Tune offer link)

Workout

Can't access Vimeo (no Vimeo ticket)

1

Vimeo, Chargify

Sign In

Sign in

1

Cognito

Forget password

1

Cognito

Account Management

Change subscription plan

2

Chargify

Change password

2

Cognito

Change email

2

Cognito, Vimeo

Change payment method

2

Braintree, Chargify

Cancel subscription

2

Chargify

The below Channels are in the Escalations - Xmas '20 Team in Teams.

...

Tier

Channel

Members

Task

One

Tier One - Support and QA

Support Team

David Bell - +64 27 387 6108

Replication of issue.

Identify replication steps (if possible).

Confirm Severity.

If P1

Call Product owner directly, if no response after 2 tries call Solution Designer

Escalate issue to Tier 2

Message in Teams channel/s

if P2

Text the Product owner

Escalate the issue to Tier 2

Message in Teams channel/s

if P3 or higher

Raise a bug in Jira and assign to Thinh Le or Thrung or Thao Le

Make sure bug is assigned

Two

Tier Two - Agility

Agility on call developers

Identify cause of issue.

Develop mitigation or solution.

Continual communication to key stakeholders - specifically Tier 1 and Tier 3.

If no resolution cannot be achieved

if you cannot fix the issue as you do not have access to systems, escalate the issue

Or resolution takes longer than 1 hour decide if incident needs to be escalated further

Three

Tier Three - Adi and Jay

Adi Komari - 0211042409

Jay Wu - 0223552851

Confirm Severity.

If Issue is P1 Activate Incident Commander workflow

Notify Marketing and other stakeholders of P1 Event

Ebony: 0272794450

Michael: 02102674679

Give hourly recaps and updates.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

If no response, escalate to Tier 4

Four

Tier Four - Managers

Piers Tufnell - 0211788156

Lei Zhao - 0211755722

Confirm Severity.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

...

What to do if you are alerted:

Once an alert reaches you please acknowledge the alert

You will then have 1 hour to resolve the alert otherwise the escalation process will be re-triggered

alerting you first and then if no acknowledgement within 10 minutes the issue will escalate again

What to do if you cannot resolve an issue or need help:

Goto the incident you want to reassign within the pagerduty app

Tap “more” (bottom right on ios, top right on android)

Tap Reassign

Tap on the user, escalation level or policy you want to reassign the incident to.

Tap reassign to confirm

When you have resolved an issue (solved/completed)

Within the app tap Resolve

When you need more information or to de-escalate an issue

Goto the incident you want to reassign within the pagerduty app

Tap “more” (bottom right on ios, top right on android)

Tap Reassign

Tap on the user, escalation level or policy you want to reassign the incident to.

Tap reassign to confirm

LMOD issues

...

Outages / urgent problems

...

First post in the #team-lmod-support channel to validate with other team members. If no response by HO team, and other team members can validate/replicate (or are unavailable) proceed to create a Jira ticket.

If the issue does not stop users from accessing their workouts, do not proceed to P1 escalation (and do not set the Jira ticket priority as Urgent, maximum of High), and instead hold off until a response is received by HO team.

...

Damien Fahy: +64 27 245 1200
Effy Collis: +64 21 837 321

If Damien or Effy is unavailable please contact Piers via text message first, call as needed - Piers Tuffnell: +64 21 178 8156 (SMS)

LM Fitness+

Refer to the LMF+ Troubleshoot FAQ.docx

...

Check for valid subscription

Read the FAQ doc above

...

Open a Teams chat with all of:

Tran Hoang

Long Nguyen

Cam Mason

And outline issue with as much info as possible

If P2 doesn't work or is not reachable or issue is not resolved:

Cam Mason - +6421 994 922

Lei Zhao - +6421 175 5722

The first point of contact is Cam Mason, before contacting Lei

...

Functional issue (for example, app crashing, chromecast isn't working, etc)

...

*If urgent issue arises on the 1st January, please go to P1 escalation right away

...

Contact details for known issues

Issue

Solution

Who to Contact

Disabled Vimeo but active Chargify subscription

Jira

server

System JIRA

serverId

5dea680e-8a5d-37a8-94f5-b74febe7f197

key

LA-1403

We need to re-sync their Vimeo access

@Thinh Le

Customer can only see their old cancelled Magento account

We need to remove their Magento ID from AWS

@Thinh Le

LM Plus Urgent Escalation (Xmas - NY Period 2020/21)

Tier

Channel

Members

Task

One

Tier One - Support and QA

Support Team

David Bell - +64 27 387 6108

Replication of issue.

Identify replication steps (if possible).

Confirm Severity.

If P1

Call Product owner directly, if no response after 2 tries call Solution Designer

Escalate issue to Tier 2

Message in Teams channel/s

if P2

Text the Product owner

Escalate the issue to Tier 2

Message in Teams channel/s

if P3 or higher

Raise a bug in Jira and assign to Thinh Le or Thrung or Thao Le

Make sure bug is assigned

Two

Tier Two - Agility

Agility on call developers

Identify cause of issue.

Develop mitigation or solution.

Continual communication to key stakeholders - specifically Tier 1 and Tier 3.

If no resolution cannot be achieved

if you cannot fix the issue as you do not have access to systems, escalate the issue

Or resolution takes longer than 1 hour decide if incident needs to be escalated further

Three

Tier Three - Adi and Jay

Adi Komari - 0211042409

Jay Wu - 0223552851

Confirm Severity.

If Issue is P1 Activate Incident Commander workflow

Notify Marketing and other stakeholders of P1 Event

Ebony: 0272794450

Michael: 02102674679

Give hourly recaps and updates.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

If no response, escalate to Tier 4

Four

Tier Four - Managers

Piers Tufnell - 0211788156

Lei Zhao - 0211755722

Confirm Severity.

Confirm elements affected.

Escalate to developers using other methods, e.g. phone.

BrainTree/ Paypal

Account manager - Amber Hogue - [email-masked]

...

US
• Bundles (Essentials and Premium)
• Tracking information
• Les Mills Smart Tech Equipment
Requests for where to purchase equipment from non-US customers Equipment Distributors
Escalate to - [email-masked] - using the canned response form.
If urgent email [email-masked] and [email-masked] directlyThanks for having a look at this man!

UK

Escalate to [email-masked]

...

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