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Escalation, Severity & Priority
Escalation Procedures

The time frame between the time the call was taken and the length of time on the line should not exceed the maximum time allocated for that level.
Unresolved problems would then go to the next level, which would be escalated depending on the priority & severity of the situation.
The priority is used in conjunction with severity to choose the severity by the affect of the problem. The Severity & Priority charts following explain these guidelines.

Severity Chart.
Severity is worked out first.
How critical the problem is to the company
Nature of failure
Availability of work - a - rounds

Severity Level
Description
Information  

1
Critical impact to company

 No Work - a - round
Notify management
Begin resolution immediately
Aim to recover/resolve within 4hrs.
Target complete resolution within 24hrs.

2
Level of service degraded
Possible impact on company operations
Aim to by pass/recover within 48 hrs

3
No critical impact
Customer/Client can wait
Work - a - round is possible  
Aim to resolve within 72hrs

4
No critical impact
Customer/Client can wait
Time to resolve negotiated with Customer/Client

Priority Chart.
The priority is worked out after severity.

Priority
Definition
1
Target resolution time exceeded by 100% - problem recurs more than five times
2
Target resolution time exceeded by 50% - problem recurs more than two times
3
Initial priority setting for all problems
Call Time.
     The maximum time one line on a call is 30 mins.