Problem Escalation

---

Priority 1

• Definition — application is unavailable to anyone at a site (e.g., Boston, New York, Chicago).

• Response time — work will begin immediately and continue until resolved.

• Responsibilities:

  • IT customer relationship executive (CRE) — resolves problem and communicates to all who are affected at least daily until resolved.

  • Working client — works alongside CRE until the matter is resolved.

  • Partner providers — other IT teams and third parties will provide technical assistance as appropriate.

Priority 2

• Definition — application is unavailable for a group of users within a site.

• Response time — a response will be provided within one business day. A recommended solution will be provided within three business days if there are no outstanding priority 1s. Finding a solution to a priority 2 problem will not begin until all priority 1 problems that impact the priority 2 issue's resolution have been resolved.

• Responsibilities:

  • IT customer relationship executive — sends acknowledgement of problem. Resolves problem and communicates status to all who are affected.

  • Working client — works alongside CRE until the matter is resolved.

  • Partner providers — other IT teams and third parties will provide technical assistance as appropriate.

Priority 3

• Definition — application generates appropriate results but does not operate optimally.

• Response time — improvements addressed as part of the next scheduled release.

• Responsibilities:

  • IT customer relationship executive — communicates needed changes.

  • Other process participants — as part of the regular system upgrade cycle.

---