Subject: [Confluence] LMOD Projects > Support Escalation Paths
From: "Damien Fahy (Confluence)" <[email-masked]>
To: [email-masked]
Date: Mon, 21 Dec 2020 01:08:49 +0000 (UTC)

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Support Escalation Paths

Damien Fahy edited this page

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title | Escalation Pathway for the project team

Tier

Channel

Members

Task

1

One

Tier One - Support and QA

Damian Fahy - +64 272 451 200

David Bell (Backup) - +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

2

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

3

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

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.

The Escalation Pathway shall trigger messages to be sent to varied Teams channels with different participants. If no response is found, the next tier shall be triggered.

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.

LM + Application (Fitness plus app)

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/ Axii web (challenges)

If the Event is as described below it is a P1 event

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