Re: [AFMUG] Escalation\NOC Questions
I haven't had a chance to look through what people contributed yet, but currently, that's what it is. - Mike Hammett Intelligent Computing Solutions http://www.ics-il.com Midwest Internet Exchange http://www.midwest-ix.com - Original Message - From: Gino Villarini g...@aeronetpr.com To: af@afmug.com Sent: Tuesday, April 28, 2015 8:33:15 PM Subject: Re: [AFMUG] Escalation\NOC Questions Easy: Level 1: Call Mike Level 2: Call Mike Level 3: Call Mike Gino A. Villarini President From: That One Guy /sarcasm thatoneguyst...@gmail.com Reply-To: af@afmug.com af@afmug.com Date: Tuesday, April 28, 2015 at 12:23 PM To: af@afmug.com af@afmug.com Subject: Re: [AFMUG] Escalation\NOC Questions 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 Midwest Internet Exchange http://www.midwest-ix.com -- 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.
Re: [AFMUG] Escalation\NOC Questions
Easy: Level 1: Call Mike Level 2: Call Mike Level 3: Call Mike Gino A. Villarini President [cid:974D1C28-72C3-4AFF-B495-DEE09440FD24] From: That One Guy /sarcasm thatoneguyst...@gmail.commailto:thatoneguyst...@gmail.com Reply-To: af@afmug.commailto:af@afmug.com af@afmug.commailto:af@afmug.com Date: Tuesday, April 28, 2015 at 12:23 PM To: af@afmug.commailto:af@afmug.com af@afmug.commailto:af@afmug.com Subject: Re: [AFMUG] Escalation\NOC Questions 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.orgmailto: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.commailto: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 [http://www.ics-il.com/images/fbicon.png]https://www.facebook.com/ICSIL[http://www.ics-il.com/images/googleicon.png]https://plus.google.com/+IntelligentComputingSolutionsDeKalb[http://www.ics-il.com/images/linkedinicon.png]https://www.linkedin.com/company/intelligent-computing-solutions[http://www.ics-il.com/images/twittericon.png]https://twitter.com/ICSIL Midwest Internet Exchange http://www.midwest-ix.com [http://www.ics-il.com/images/fbicon.png]https://www.facebook.com/mdwestix[http://www.ics-il.com/images/linkedinicon.png]https://www.linkedin.com/company/midwest-internet-exchange[http://www.ics-il.com/images/twittericon.png]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.
Re: [AFMUG] Escalation\NOC Questions
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.
Re: [AFMUG] Escalation\NOC Questions
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
