Service Request Escalation Procedure
2 minute read
Contact AISProcedure:
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Support request is received.
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Client information is identified, including unique user ID.
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Help Desk ticket is created.
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Issue is identified and documented in Help Desk system, then routed to Support.
If issue can be resolved through Tier 1 Support:
- 1. Level 1 resolution - issue successfully resolved
- 2. Quality control - issue verified as resolved to client's satisfaction.
- 3. Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.
If issue cannot be resolved through Tier 1 Support:
- 4. Issue is escalated to Tier 2 Support.
- Issue is qualified to determine if it can be resolved through Tier 2 Support.
If issue can be resolved through Tier 2 Support:
- 5.Level 2 resolution - issue successfully resolved.
- 6.Quality control - issue verified as resolved to client's satisfaction.
- 7.Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.
If issue cannot be resolved through Tier 2 Support:
- 8.Issue is escalated to Tier 3 Support.
- Issue is qualified to determine if it can be resolved through Tier 3 Support
If issue can be resolved through Tier 3 Support:
- 9.Level 3 resolution - issue successfully resolved.
- 10.Quality Control - issue verified as resolved to client's satisfaction.
- 11.Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.
If issue cannot be resolved through Tier 3 Support:
- 12.Issue is escalated to Onsite Support
- Issue is qualified to determine if it can be resolved through Onsite Support
If issue can be resolved through Onsite Support:
- 13.Onsite resolution - issue successfully resolved.
- 14.Quality Control - issue verified as resolved to client's satisfaction.
- 15.Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.
If issue cannot be resolved through Onsite Support:
- 16.IT Manager Decision Point – request is updated with complete details of all activity performed and routed to the Network Operations Center upon client approval.
- 17.Network Operations Center resolution - issue successfully resolved.
- 18.Quality control - issue verified as resolved to client's satisfaction.
- 19.Ticket is closed after complete problem resolution details have been updated in help desk system, email sent to user upon ticket closure.
