Escalation Process & Timelines

ESCALATION PROCES AND TIMELINES

WORKFLOW

There are two forms of escalation: management, or hierarchical, escalation and functional escalation.

CRITERIA FOR FUNCTIONAL ESCALATION

Following are basic guidelines for accepting tickets in Technical groups during functional escalations:

1. In first 20 minutes’ Technical group member needs to analyze whether the ticket belongs to them or
not?
2. If the Ticket does not belong to Technical group, then they need to assess why the ticket does not
belong to their Technical area of expertise & Why it should go to other Technical group. Add all this
justification to ticket before assigning to other Technical group.
3. If at any moment, Technical group engineer are unable to assess then engage senior member in team
to address the issue. Ticket should not be moved to any bucket without assessment.
4. If such ticket is received to next Technical group, the next Technical group engineer will accept the
ticket and will drive till closure, if they also fill that the ticket is not belonging to their Technical area of
expertise, immediately Technical group head & Incident Manager will be called and with their
involvement ticket will be allocated to correct Technical group for resolution.
5. This total procedure has to be completed within first 30 minutes from ticket assigned to Technical
group bucket and no further hops will be allowed. The maximum no. of acceptable hops allowed are
three.
6. At day end automated system report will be created by automation team for such bouncing tickets
and will be shared to delivery heads

CRITERIA FOR HEIRARCHAL ESCALATIONS

Following are the agreed timelines & guidelines to be used for Hierarchal escalation of Incidents:

1. Escalations from service desk to 1st Line of Technical group: if incident is complex & beyond their skill
set; if no record is present in knowledge base or if 30% of SLA time is consumed in troubleshooting

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2. Escalation from 1st Line to 2nd Line Technical group member: If incident is complex & beyond the skill
set of 1st Line of Support, or if 60% of SLA time has been consumed in investigation & diagnosis
3. Escalation from 2nd Line to 3rd Line Technical group member: If 80% of SLA time has been consumed
in investigation & diagnosis or if the 2nd Line support acknowledge the complexity of Incident &
escalates to 3rd Line based on urgency defined.

MANAGEMENT ESCALATION TIMELINES

If Service Desk or Technical groups are not responding or working on tickets, then Management escalation to
higher ups is carried out following the table provided below:

Priority Time Limit before Escalation Escalation layer

4 - Low After 5 business days, if no work carried out Group Leader

3 - Medium After 3 business days, if no resolution or response on Group leader
ticket
After 1 Business Day of 1st escalation, if no resolution, Regional Manager
or work carried out or no response on ticket
After 12 hours of 2nd Escalation, no action taken by Director
group leader or Manager
2 - High After 2 business days, if no resolution or work carried Group leader & Manager
out or no response on ticket
After 12 hours of Escalation, if no action taken by Director
Group leader & manager
1 - Urgent After 12 hours of Incident logging if No response on Regional Manager
Incident by Technical Group Leader
After 2 hours of escalation if no response by Regional Director
manager to Group leader

MULTIPLE TECHNICAL GROUPS INVOLVED FOR RESOLUTION

There are many ticket for which multiple Technical groups are involved for Resolution and these type of tickets
keep on rotating in system from one Technical group to another Technical group for completion of work. This
type of tickets usually gets breached for SLA.

To avoid this & to assign ownership below is the suggested best practice-1:

1. Service Desk will assign ticket to Primary Technical Group.

2. Primary assigned Technical group will check what are the tasks needed to be performed by other
Technical groups.
3. Sub tickets will be created and assigned to other Technical groups. Priority of such Sub ticket will be as
equal to original ticket priority.
4. Technical Groups who are receiving such Sub tickets are responsible to complete their work within
Maximum 1 hour of OLA duration and inform to parent Technical group about completion of task.
5. Once all Sub tickets feedback received to Primary Technical group, Parent ticket can be resolved and
customer can be updated accordingly.
6. During this process, if ticket is delayed or breached for SLA due to any Technical groups delayed, SLA
Breach will be assigned to all the Technical group engineer who are included in resolving the ticket in
defined SLA duration.

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To avoid this & to assign ownership below is the suggested best practice-2:

1. Service Desk Will Assign ticket to a Technical group

2. The Technical group will check the extent of work to be carried out by them & the work to be carried
out by other technical groups
3. Once The work is identified, the technical group needs to onboard the Incident manager & open a
bridge connection between Other technical groups whose assistance will be required
4. Once all the technical groups in collaboration are able to resolve the Incident then the primary
assigned technical group or the incident manager will need to change the status of ticket to resolve &
initiate customer feedback procedure.

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