Summary:
Section titled “Summary:”The standard explains the criteria for configuring after hours alerts to notify Pager Duty.
Assumptions, Risks, or Dependencies:
Section titled “Assumptions, Risks, or Dependencies:”Assumptions:
Section titled “Assumptions:”The client has an active service agreement and their devices are in N-Central.
Risks:
Section titled “Risks:”If alerts are not configured properly, Client is not receiving the entitlement they are paying for to have their alerts be addressed after hours and could experience unnecessary down time during business hours and vice versa if entitlement is not clarified, alerts could be configured to alert Pager Duty for a client not paying for the entitlement.
Dependencies:
Section titled “Dependencies:”Devices must be in N-central and the correct policy must be applied by Centralized Services to allow the alerting to route to Pager Duty.
Requirements:
Section titled “Requirements:”N/A
Standard:
Section titled “Standard:”Alerts are configured for all devices in N-Central. During onboarding Centralized Services determines if the client pays for after hours support as part of their agreement. If they do, Centralized Services configures alerts to route to Pager Duty after 5 p.m. (PST) and before 6 a.m. (PST) at which time the on-call after hours team member is notified of the alert and addresses the incident by contacting the main point of contact (POC) if necessary. If a client does not pay for after hours, the alert still generates an alert ticket and it is reviewed by the first shift Service Desk crew as soon as they come in for the day since 6 a.m. (PST) is considered the start of the day in the agreement.
Centralized Services is able to configure alerts to email a specific email address or distribution group for a client but before this is configured it must be approved by the Service Desk Manager as it is important to understand why the alert is being configured to email the client POC and what the expectations are when the client POC receives the alert. This configuration is not standard and is often requested by a vITM or client.
It is part of the sales process to discuss alerting with clients and to determine with clients if they want us to address alerts after hours and if the client needs this entitlement as part of their service agreement.
If a client that previously did not have the after hours entitlement included in their service agreement decided to amend their agreement to add it, it would be the responsibility of the person creating the new agreement to update Centralized Services of the change so the alerts could be modified.
External References:
Section titled “External References:”N/A
Definitions:
Section titled “Definitions:”Note: Please add KB relationships to core process, process, SOPs or other WIs on the right.