Subject: [Confluence] LMOD Projects > Support Escalation Paths
From: "Damien Fahy (Confluence)" <[email-masked]>
To: [email-masked]
Date: Mon, 21 Dec 2020 04:09:26 +0000 (UTC)

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Support Escalation Paths

Damien Fahy edited this page

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If your a Pagerduty team member

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)

Pagerduty can be used to acknowledge, resolve and escalate/de-escalate issues as required.

Incident Response

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

Internal/External contact phone directory

Emergency contacts

Area of Responsibility

Name

Phone

Unreachable dates

1

LM+ Application

Cam Mason

021994922

NA

2

LM+ Web - Challenges

Effy Collis

021837321

NA

3

LM+ Web - Axii

Adi Komari

0211042409

NA

4

Jay Wu

0223552851

TBC

5

Arsalan Ellahi

02108371634

19-28 December

6

Lead Solutions Architect

Lei Zhao

0211755722

NA

7

Director

Piers Tufnell

0211788156

NA

8

Support LeadLeads

Damian Fahy

George

0272451200NA

0211734637

BAU days + Holiday Dates available to contact:
Damien - 25 Dec – 28 Dec

George - 1Jan – 4 Jan Dec

9

QA Lead

David Bell

0273876108

NA

10

Marketing

Michael

Ebony

+64 21 026 74679

+64 27 279 4450

Holiday Dates available to contact:
Ebony - 25 Dec – 24 Dec, 28 Dec – 30 Dec.

Michael - 25 Dec – 27 Dec, 31 Dec onwards.

Vendor

Contact

1

Vimeo

Sergio Santos [email-masked]

+1-347-232-5422

General [email-masked] & http://status.vhx.tv/

2

AWS

https://aws.amazon.com/console/

https://status.aws.amazon.com/

3

Agility

Tho [email-masked] +84 905 00 1246

Trung Pham [email-masked] +84 935 64 2264

Thinh Le [email-masked] +84 905 67 9127

4

Ecommistry

Kim Huang 02108149661 [email-masked]

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