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Infrastructure Services On-Call Support Policy v1.0 February 1, 2013

The content of this topic is confidential information of, and is proprietary to, Prosum Technology Services


Date

Version

Description

Author

02/01/2012

1.0

Initial Release

Keri Zahedi

1/31/2013

2.0

Update

Marie Marko

APPROVAL SIGNOFF Name

Title

Signature

Andrew Salisbury

Vice President, IT & Operations

ON FILE

Jose Ros

Director, IT

ON FILE

Date

Table of Contents TABLE OF CONTENTS ............................................................................................................................................ 2 1.0 SCOPE AND OBJECTIVES ................................................................................................................................ 3 2.0 DISCIPLINARY ACTION ................................................................................................................................... 3 3.0 SCHEDULING AND AVAILABILITY .............................................................................................................. 3 4.0 RESPONSE TIME ................................................................................................................................................ 3 5.0 ESCALATION ....................................................................................................................................................... 3 6.0 COMMUNICATION ............................................................................................................................................ 3 7.0 DOCUMENTATION ............................................................................................................................................ 4 8.0 TIME ENTRY ....................................................................................................................................................... 4 APPENDIX A – IMS RESPONSE TIME MATRIX ................................................................................................ 5 APPENDIX B – IMS ESCALATION PROCESS ..................................................................................................... 6

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1.0 Scope and Objectives The intended scope of the IS On-Call Support Policy is to cover all expectations of the on-call support engineer, including priority response times and escalation processes. All other Prosum IMS processes do not fall into the scope of this document. This document will serve as the overall governance regarding IS on-call support.

2.0 Disciplinary Action Fulfillment of the Prosum On-Call Support Policy is mandatory for all Prosum IMS employees. Any violation of this policy provides a basis for disciplinary action up to and including termination of employment.

3.0 Scheduling and Availability All Tier I and Tier II analysts are required to participate in the IMS on-call rotation schedule. This schedule is updated monthly and is located on the IMS SharePoint. With this commitment, the following assumptions are made: During their scheduled times, the on-call engineer:    

Will assume the role of Customer Care (1st level support). Is able to be reached after hours (6pm to 6am PST) via mobile phone and email. Is always within 15 minutes of the required technology to support the Prosum client base. Has complete understanding of the Prosum IMS Response Time Matrix and Escalation Process.

4.0 Response Time Prosum IMS has defined a Response Time Matrix (Appendix A). This matrix defines priority levels and their corresponding response times for each type of incident. All Priority level 1 and 2 incidents must be supported during on-call hours and responded to based on this matrix. Support for all lower level priorities is up to the discretion of the on-call engineer.

5.0 Escalation Prosum IMS has also defined an Escalation Process (Appendix B). This process illustrates the path for escalation for all client incidents. It is assumed that all on-call engineers troubleshoot the incident to the best of their ability and within the response time limits before escalating to a Tier III support engineer.

6.0 Communication All Priority 1 and 2 incidents need to be communicated to the associated client upon initiation and resolution of an incident. On-call engineers should follow the appropriate Prosum client communication process or consult with a Tier III or manager for direction.

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7.0 Documentation All after hours incidents must be tracked as tickets in the Prosum call management system. The ticket must be updated with all pertinent troubleshooting steps so that a higher (or lower) level engineer can understand the state of the incident, if needed. Incidents occurring during the on-call shift should be noted in an email sent to the team, with a subject line title of “On Call Handoff�, and a list of worked incidents by priority, including ticket number and current status, and next steps if any so that incoming staff can pick up the incident and assist.

8.0 Time Entry For each day an engineer is scheduled for on-call support, he/she is allotted 1 hour of overtime in addition to the time spent on support. This time must be entered in the Prosum time entry system and will be approved on a weekly basis by their direct manager. On call Tickets associated with each day of rotation will be assigned, and time should be entered on this ticket for the allotted hour, and completed as such. Other on-call work should be entered into the incident ticket itself.

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Appendix A – IMS Response Time Matrix Priority

Definition / Actions Incident has negative business impact; data and productivity are not recoverable. Example: Internet access is down resulting in inability of the entire site to perform job functions  All P1 issues require immediate escalation to the manager and client point of contact

P1 Emergency

 An engineer will begin working on these IMMEDIATELY and continue to work on this until the issue is resolved or the priority changes. Additional staff needed to resolve or reduce the priority will be escalated to as required.  Issue is escalated to the Prosum consulting management team and updated daily.  Updates are provided to the client at a minimum of every 4 hours.  If on-site support is needed, the resource will be dispatched. Incident has negative business impact; data and productivity are recoverable. Example: Mail server is temporarily down with no lost mail, and mail is being queued but delayed.

P2 High

 An engineer will begin working on these issues WITHIN 1 HOUR and continue until a resolution or workaround is provided resulting in an adjustment of priority.  If on-site support is needed, the resource will be dispatched. Incident has a negative user specific impact or may impact the infrastructure.

P3 Medium

Example: One user is unable to connect to Outlook but all other users at the site are operational.  An engineer will begin working on these issues within 1 business day or a time will be scheduled and agreed upon by the requestor. Incident has no immediate impact and will be treated as such in the workflow process. Example: A Service Pack is available for the Windows server.

P4 Low

 An engineer will begin working on these issues within 3 business days or a time scheduled and agreed upon by the requestor.  All tickets will be initiated within one week of reporting or a time scheduled and agreed upon by the requestor. A non-incident that will be treated as a scheduled request and be treated as such in the workflow process. Example: Provisioning of a new user / computer.

P5 Scheduled

 An engineer will begin working on these issues within 5 business days or a time scheduled and agreed upon by the requestor.  All tickets will be initiated within one week of reporting or a time scheduled and agreed upon by the requestor.

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Appendix B – IMS Escalation Process IMS Escalation Process

Tier 2

Customer Care

Total Call Ownership

Client reports incident (call, email, other)

Can incident be resolved?

Yes

No

Log ticket

Resolve incident and update ticket

Yes

End process

Updated Knowledgebase

Update ticket, assign ticket, and escalate

No

Is incident resolved?

Can incident be resolved?

Yes

Resolve incident and update ticket

Confirm with client that incident is resolved

Assign ticket to Customer Care analyst

Updated client documentation

No Update ticket, assign ticket, and escalate

Tier 3

Can incident be resolved?

Yes

Resolve incident and update ticket

Assign ticket to Customer Care analyst

Updated client documentation

No Update ticket, assign ticket, and escalate

Tier 4

Resolve incident and update ticket Updated client documentation

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Assign ticket to Customer Care analyst


On Call Policy