The on-call schedule for the engineering team is at On-Call Link
When assessing the need for escalation, a severity level should be set based on the business impact to the University and Partners (major system or number of customers affected). This should be set by the technician or administrator escalating the problem, but the Level 2 support staff have the ability to adjust the severity if mutually agreed upon with the requestor. The following are guidelines for assigning the severity of an escalation based on the type of problem.
|
Severity |
Classification |
Definition |
|
1 |
High |
Large Scale outage affecting the entire University, or large subset of the University and Partners or, affecting the majority of users or major applications on campus. |
|
2 |
Medium |
An outage or loss of service affecting 1 individual or a small subset of the University and Partners. |
|
3 |
Low |
An issue that is inconvenient and not critical to business or University operations. |
|
4 |
No Urgency |
Problem that requires engineering support, but with no urgency |
During business hours contact the on-call Engineer with the Problem, Priority, and Perigrine Ticket Number. E-mail to our Backbone-l (at) unm.edu mailing list so that we all can access the trouble report if the On-call primary is unreachable. See the contact list below
After Hours and on Weekends, contact the on-call Engineer with the Problem, Priority, and Perigrine Ticket Number. E-mail to our Backbone-l (at) unm.edu mailing list so that we all can access the trouble report if the On-call primary is unreachable. See the contact list below
Contact the appropriate engineer according to the On-call schedule. If the on-call engineer is unreachable, contact another engineer.
If an engineer is unreachable please escalate through the manager's below.