Escalations
The escalations for the attention of incidents depend on the Level of affectation of the services according to their Priority
Escalation Levels:
|
Role |
Name |
|
|
Level 1 |
Support |
|
|
Level 2 |
Supervisor |
|
|
Level 3 |
Direccion |
Prioridad:
- Priority 1 (P1) Affectation of the entire service
Examples: Server down, Unable to sign agents, Operation frozen
- Priority 2 (P2) Degradation or partial affectation of the service
Examples: Cannot update information, Process showing error, Cannot sign a user to the application, Data precision, information cannot be uploaded
- Priority 3 (P3) Affectation of a small group of users or some requirement that does not affect the performance of the service (eg reports, improvements, doubts, etc.)
Examples: Failures that do not affect the operation or "Desired Requests" such as Developments, Implementations, Integrations, New filters, Modifications to existing flows, Any modifications outside the flow of the original scope