Service Request Escalation Procedure

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Procedure:

  1. Support request is received.

  2. Client information is identified, including unique user ID.

  3. Help Desk ticket is created.

  4. Issue is identified and documented in Help Desk system, then routed to Support.

If issue can be resolved through Tier 1 Support:

  1. Level 1 resolution - issue successfully resolved

  2. Quality control - issue verified as resolved to client’s satisfaction.

  3. Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.

If issue cannot be resolved through Tier 1 Support:

  1. Issue is escalated to Tier 2 Support.

    • Issue is qualified to determine if it can be resolved through Tier 2 Support.

If issue can be resolved through Tier 2 Support:

  1. Level 2 resolution - issue successfully resolved.

  2. Quality control - issue verified as resolved to client’s satisfaction.

  3. Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.

If issue cannot be resolved through Tier 2 Support:

  1. Issue is escalated to Tier 3 Support.
  • Issue is qualified to determine if it can be resolved through Tier 3 Support

If issue can be resolved through Tier 3 Support:

  1. Level 3 resolution - issue successfully resolved.

  2. Quality Control - issue verified as resolved to client’s satisfaction.

  3. Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.

If issue cannot be resolved through Tier 3 Support:

  1. Issue is escalated to Onsite Support
  • Issue is qualified to determine if it can be resolved through Onsite Support

If issue can be resolved through Onsite Support:

  1. Onsite resolution - issue successfully resolved.

  2. Quality Control - issue verified as resolved to client’s satisfaction.

  3. Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.

If issue cannot be resolved through Onsite Support:

  1. IT Manager Decision Point – request is updated with complete details of all activity performed and routed to the Network Operations Center upon client approval.

  2. Network Operations Center resolution - issue successfully resolved.

  3. Quality control - issue verified as resolved to client’s satisfaction.

  4. Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.


Last modified April 13, 2020