To ensure efficient resolution of issues and effective use of our support team's time, the following policy outlines the conditions under which members of the support team will join bridge calls:
Site Down Situation:
The support team must be given at least 30 minutes to investigate the issue after it has been reported.
A bridge call will be attended by a senior team member or an Incident Manager if the issue has resulted in a "site down" situation, i.e., a critical system outage affecting all users.
Non-Site Down Situation:
For issues that do not result in a site down but persist for more than 2 hours, a bridge call can be requested.
The request for a bridge call in such situations must be justified by the ongoing impact of the issue and the need for escalated communication.
This policy ensures that our support team is able to conduct preliminary investigations and gather necessary information to be effective during the bridge call, thereby enhancing the likelihood of a swift and effective resolution.
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