Managed Services for Infrastructure as a Service (IaaS) or Platform as a Service (PaaS)

6. Annex F - COMMUNICATION PROCESS

Non-Critical Ticket (Minor and Low Severity)

1. Customer creates ServiceNow incident
2. ServiceNow sends an email to the Managed Services Team
3. Managed Services Team goes to previously created ServiceNow incident and adds comments to acknowledge the alert
4. Managed Services Team resolves the issue
5. Managed Services Team comments in ServiceNow incident and closes it out

Critical Customer and Uptime alert Ticket (Critical and Major)

1. An email is received to the critical email alias from Customer, Uptime alert or priority 1 incident
2. PagerDuty goes through escalation process
1. Calls and pages engineer from Managed Services Team who is currently on-call
2. If engineer does not acknowledge within 5 minutes PagerDuty will alert the on-call engineer again. If no response in 15 minutes, escalate to the next engineer.
3. Escalation process goes through the team and onto management
4. This process will then loop if alert is not acknowledged
3. Managed Services Team acknowledges PagerDuty alert
4. Managed Services Team creates a ServiceNow incident or takes ownership of existing incident and adds comments to acknowledge the alert
5. Managed Services Team resolves the issue
6. Managed Services Team comments in ServiceNow incident and closes it out
7. Managed Services Team creates root cause analysis (RCA) report and sends to the Customer