Subject: [Confluence] LMOD Projects > Support Escalation Paths
From: "Damien Fahy (Confluence)" <[email-masked]>
To: [email-masked]
Date: Mon, 21 Dec 2020 01:18:48 +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 (if Axii)

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.

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title | Escalation pathway for project Team

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

Tier

Channel

Members

Task

1

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

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.

Ecommistry Magento (US and UK site) / AXII BAU Escalation

For unknown issues Jira tickets may need to be created, before one is raised do the following:

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)

Equipment

Questions and escalations for the equipment team:

...

Team

FAQ

Contact

Corporate/B2B

When a customer contacts us on behalf of their business asking for a deal for their employees/members/students etc., or to restart a previous deal.

Please be sure to include the customer's business location (country) when contacting Nate and Stef.

Please forward straight to Nate Garven ([email-masked]) & cc in Stef Tovar ([email-masked]), and close the ticket.

Content

Review the FAQ LMOD CONTENT FAQ

Feedback and questions for LMOD videos/workouts/releases:

Feedback on LMOD releases

Specific questions on which workouts to do or where to start

Specific questions on equipment needed for workouts

Nat Buchan:[email-masked]

Music

Feedback and questions for LMOD Music:

Licencing

General feedback

Kendall Farmer (Music Licensing Manager) - [email-masked]

Marketing

Unsolicited recommendations and feedback about the product

Customer experience ( Purchase, Checkout, website(UX), Service etc)

FB group/ Social Media related feedback

Erin Kerr (Lifecycle Marketing Specialist) - [email-masked]

Reseller and Affiliate Customers

Reseller customers have come to us via their club. Their billing relationship is with their club and they've been set up on our platform with an activation code.

If a customer has a billing question, or would like to cancel please refer them to their club. We cannot cancel or update their subscription as we don't own the billing relationship.

Stef: [email-masked]

Foreign Language

When we are unable to provide amicable service to a customer reaching out to us in a foreign language

Please provide Jeremy with the language the ticket is written in and region where the customer is based so he can direct it to the correct team.

please direct the ticket to

Jeremy: [email-masked]

Community and Social Media

For questions regarding the Facebook Group

email Vittoria: [email-masked]

Finance and Tax

For Global Tax questions

please forward the request to Jeremy Carreon: [email-masked]

Partnerships queries from Influencers

Instagram / blog and Podcasts etc.

Forward opportunities Anna St. George to vet: [email-masked]

Piracy/Copyright Reporting

LMOD on YouTube etc.

If you come across any counterfeit LES MILLS product including LMOD or unauthorized activity please report it here.

Vendors

Ecommistry Magento / AXII BAU Escalation

For unknown issues Jira tickets may need to be created, before one is raised do the following:

...

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