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I received a call or ticket for all systems down or Priority 1

All emergencies and priority 1 cases must be handled immediately.

  1. Assign to the next available tech within that region.
  2. Notify David of the emergency.  Txt him or email. If no response within 1 minute. Call him.  If no answer, leave VM.
  3. Follow up with technician every 15 minutes on status.
  4. If technician needs help, the tech will know their own process to take to seek guidance on technical troubleshooting.

Monitoring board shows device with less than 10% disk space left

Open a ticket and distribute to the following technicians.  Make sure you indicate which server(s) that are in question and who the client is.

  1. James
  2. Brian
  3. If DataCenter server, assign to David.

Technician needs help. Who are the escalation points for the tech?

James, Dan, and Brian. If none of them are available, then go to David.