Escalation#
Support cases are automatically escalated based on ticket lifespan. See Service assurance for more details.
Service issues for project delivery, technical support and change management are to be dealt with using the following escalation path.
Escalations can be performed either over the phone or via email.
| Category | Descriptions | Projects | Technical |
|---|---|---|---|
| Level 3 | Sustained low performance Unresolved difficulties Issues impacting contract Unresolved Level 2 issues | Head of Operations Head of Portfolio | Head of Global Infrastructure Head of Portfolio |
| Level 2 | Falling performance Non-action on items Recurring issues Quality & productivity issues Unresolved Level 1 issues | Head of Operations Project Manager | Technical Team Lead Senior Engineer (Infrastructure/DevOps) |
| Level 1 | Issues Process deviations Task request prioritisation Initial report of service & quality issues | Project Manager Project Team | TechOps Engineer Support Team |