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Escalations

The

Incident escalationsescalation for the attention of incidentsprocedures depend on the Levellevel of affectationservice of the servicesimpact according to their assigned priority.

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) – Complete Service Outage Affectation of the entire service


Examples: Server down, Unableagents unable to signlog agents,in, Operationoperations frozencompletely frozen.

  • Priority 2 (P2) – Service Degradation or partialPartial affectationService of the service

Impact
Examples: CannotUnable to update information, Processprocess showing error, Cannot signerrors, a user unable to log into the application, Datadata precision,accuracy informationissues, cannotinability beto uploadedupload information.

  • Priority 3 (P3) Affectation– ofLimited aUser small group of usersImpact or someRequests requirementThat thatDo doesNot notAffect affectService the performance of the service (eg reports, improvements, doubts, etc.)

Performance
Examples: FailuresIssues that do not affectimpact the operationoperations or "Desired“Requested Requests"Enhancements” such as Developments,developments, Implementations,implementations, Integrations,integrations, Newnew filters, Modificationsmodifications to existing flows,workflows, Anyor modificationsany change outside the flowscope of the original scopeworkflow.


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