Escalation Management Process

Y

Issue summary & update to user

Problem Management

Inform Team Lead immediately

Join regular meeting where approriate

Confirm with user

Decide further action where approriate

Raise ticket

S1/S2 ticketProblemManagement

User confirmed

S1/S2 ticket?

N

Normal Process

Receive issue update regularly

Support Management

Contact Helpdesk to escalate severity

User received Issue summary

Need escalate to S1/S2

Escalation Management Process

TL inform Manager immediately

Coordinate issue resolution

PM call Frontline for S1/S2 resolution

Y

Close ticket and Inform PM via phone call

Issue closed

In the scope of escalation matrix?

Fill issue summary sheet & send to Manager

Start

End

User

Inform/escalate to other parties if need

Support

Update issue progress regularly

Issue summary for S1/S2(RCA)

Update issue status regularly

N