Purpose:
Section titled “Purpose:”Identify the escalation procedure for business users in regards to Halo application support
Scope:
Section titled “Scope:”Any internal Halo users and teams
Responsibility:
Section titled “Responsibility:”Technology department, Halo support team
Definitions:
Section titled “Definitions:”- Example
- Example
Procedure:
Section titled “Procedure:”- Non-urgent support requests
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Submit a new Intake record using the Contact Us navigation link from the Halo area home page.
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A member of the Halo support team will action the new Intake and assign to a support team member.
- Business hours escalation (urgent only)
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For items that are urgent, but where service is not impacted (severely degraded or unavailable) reach out to Alex Paul.
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For items where service is currently impacted (severely degraded or unavailable), post a message in the CIT Service Interruptions Teams channel and include @Alex Paul and @Stephen Homer in the message.
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If you have not received a response after 15 minutes reach out to Stephen Homer, then to Sean Ernst after another 15 minutes. Mobile numbers can be found in user directory/Office apps.
- After hours escalation (urgent only)
- Contact Stephen Homer at mobile number listed in user directory/Office apps, if no response after 15 minutes contact Sean Ernst.
Effectiveness Criteria:
Section titled “Effectiveness Criteria:”- What measures are used to ensure the procedure is working or is complete?
- What records are required?
- Where are the records stored?
References:
Section titled “References:”- EXTERNAL only – i.e., industry best practices, CIS18, this is not for cIT internal references
Process References:
Section titled “Process References:”- Link to process map.
Note: Please add KB relationships to core process, process. SOPs or other WIs on the right.