Don’t Wait to Escalate: Follow Protocols for Every Incident

Don’t Wait to Escalate: Follow Protocols for Every Incident

If you discover or are notified of a potential issue, remember to follow these guidelines:

  • Respond to all pages within 15 minutes, if on-call.

  • Create an incident report as quickly as possible, either by yourself or with your team’s support. 

  • Escalate issues with major impact (Tier 0 or 1) to your manager, ITOC and/or the NOC.

  • In the first 15 minutes, validate and escalate the issue before you try to solve it.

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