Super dependent on your back end systems, who has access to what and to what degree, at what point is it clearly defined that it needs escalation
On Mon, Apr 27, 2015 at 5:56 PM, Paul Stewart <p...@paulstewart.org> wrote: > It’s usually quite specific to your business and it’s objectives. > > > > Start with what promises you have made and wish to keep to your > customers. Then vision calling into your company or emailing at 12 noon vs > 12 midnight and how that should be handled. Step by step you can build the > process this way. > > > > Along the way, how fast do you want to commit to answering the initial > problem and how fast do want to commit to resolving the issue. > > > > This should help you get started…. > > > > Paul > > > > > > *From:* Af [mailto:af-boun...@afmug.com] *On Behalf Of *Mike Hammett > *Sent:* Monday, April 27, 2015 6:31 PM > *To:* Animal Farm > *Subject:* [AFMUG] Escalation\NOC Questions > > > > I'm being asked for the following and I'm hoping to put something more > sophisticated than just, "E-mail me." Ideas? I'm assuming I will actually > have to develop some procedures, but I don't really know where to start. > > > # Quoting process / contact-escalation list > # Ordering process / contact-escalation list > # NOC process (including tickets and maintenance windows) / > contact-escalation list > > > > ----- > Mike Hammett > Intelligent Computing Solutions > http://www.ics-il.com > > <https://www.facebook.com/ICSIL> > <https://plus.google.com/+IntelligentComputingSolutionsDeKalb> > <https://www.linkedin.com/company/intelligent-computing-solutions> > <https://twitter.com/ICSIL> > > Midwest Internet Exchange > http://www.midwest-ix.com > > <https://www.facebook.com/mdwestix> > <https://www.linkedin.com/company/midwest-internet-exchange> > <https://twitter.com/mdwestix> > -- If you only see yourself as part of the team but you don't see your team as part of yourself you have already failed as part of the team.
