Escalations

The escalations for the attention of incidents depend on the Level of affectation of the services according to their Priority 

 Escalation Levels: 

 

 Role 

 

 

 Name 

 

 

 Email 

 

 

 Level 1 

 

 

 Support 

 

 

 support@clevderideas.com.mx 

 

 

 Level 2 

 

 

 Supervisor 

 

 

 supervisor@cleverideas.com.mx 

 

 

 Level 3 

 

 

 Direccion 

 

 

 direccion@cleverideas.com.mx 

 

 Prioridad: 

 Priority 1 (P1) Affectation of the entire service 

 Examples: Server down, Unable to sign agents, Operation frozen 

 Priority 2 (P2) Degradation or partial affectation of the service 

 Examples: Cannot update information, Process showing error, Cannot sign a user to the application, Data precision, information cannot be uploaded 

 Priority 3 (P3) Affectation of a small group of users or some requirement that does not affect the performance of the service (eg reports, improvements, doubts, etc.) 

 Examples: Failures that do not affect the operation or "Desired Requests" such as Developments, Implementations, Integrations, New filters, Modifications to existing flows, Any modifications outside the flow of the original scope