Voice Severity Assessment Criteria
Severity 1: MINOR FAILURE
Single user, non-critical facility
- Analog line, Metered Business Line
- (no dial tone, features not working, etc.);
- Voice Mail box (can't access, lost messages);
Response time:
12 business hours by technician or tech supervisor.
Notification:
- Help desk > technician.
- Problem owner is responsible for communication with customer
and Help Desk.
- After hours, Help Desk > MOC > customer > help desk pm > tech
> customer > MOC.
Time:
Repair completed within 12 business hours of initial receipt
of trouble report.
Escalation:
At any point, if trouble is determined to have propogated to
more than one user, trouble will be immediately escalated to a
"severity 2 or 1" as appropriated by the technician dispatched.
Comments:
Customer and Help Desk will be advised of status if problem not
resolved within 12 business hours.
Long standing problem status will be provided to Help Desk and
customer by EOB Wednesday by the problem owner*.
Severity 2:
MULTIPLE USERS, HARDWARE OR SOFTWARE SINGLE
USER, CRITICAL AREA
Can't access area code (software config); several phones down
in an area (CBX group); ISDN line down; any problem, single critical
user or area.
Response time:
-
Immediate response by technician who troubleshoots the system
suspected. Contacts the customer if required for further information
to assess the problem.
-
Determine problem, advise Help Desk, resolve.
-
Technician/engineer assigned will be dedicated to problem
until it is resolved.
-
Help Desk immediately advises customers if appropriate. If
after one hour from start of problem determination, the problem
cause is not identified, consult with switch tech and/or engineering.
-
Switch tech assumes ownership of the problem (even if engineering
consulted).
-
Switch Tech and Engineer assess the problem, advise the Help
Desk, fix the problem.
-
If appropriate, trouble escalated to vendor.
Notification:
Help desk > technician & NetOps Manager.
Problem owner/Help Desk responsible for communication with customer
... Tech for troubleshooting information, Help Desk for closing
call.
After hours, Help Desk > MOC > customer > help desk pm > tech/engineer
> customer > MOC.
Maximum Time to repair: 8 business hours.
Escalation:
At any point, if trouble is determined to affect an entire node
or critical department, problem will be immediately escalated
to Severity 1 status by the technician dispatched.
Comments: If not repaired in 8 business hours,
problem will be escalated to Severity 1 status.
Severity 3:
MAJOR FAILURE; CBX or PhoneMail Node down.
Response Time:
- Immediate and continuous effort.
- Immediate technician dispatch and engineering involvement
- Immediate response by technician to Help Desk who advises
status on an hourly basis.
- Work begins immediately.
- Identify, report and resolve problem. Technician/engineer
assigned to this problem will be dedicated to its resolution
until fixed.
Notification:
- Help desk > technician > NetOps manager > Asst. Director,
Director, V.P.
- Immediate notification of critical areas affected by Maintenance
and
- Repair Supervisor.
- Technician responsible for hourly update* to Help Desk. Help
Desk or technician communicate with critical customers hourly.
Comments:
*If delay is caused by equipment availability, tech will track
shipment and notify Help Desk as soon as repair can be scheduled.
Expectations:
Whenever a "hand-off" occurs, tech rep (or supervisor) and engineer
(or supervisor) will ensure that problem ownership is clear and
communicated to the Help Desk.
Problem Owner* Duties:
(Technician or engineer until TT returned to HD)
-
Informing the Help Desk at regular intervals = every hour
for Severity 1 status; end of day for Severity 2; ongoing
problem, by end of day Wednesday.
-
Updating "Notification" parties identified above. Tracking
accumulated tech and engineer labor and materials for repair.
-
Verifying billing with appropriate tech supervisor or backup.
-
Providing all data to the Help Desk at close out.
-
Filing any trouble tickets for SLA customers.
-
Entering information into tracking dbase (as defined above).
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