Technical Help Desk – Escalation Management
Purpose
Ensure technical issues that cannot be resolved by the Technical Help Desk are promptly escalated to the appropriate team, monitored until completion, and resolved within the agreed Service Level Agreement (SLA).
Escalation Levels
| Level | Responsible Team | Example Issues |
|---|---|---|
| Level 1 | Technical Help Desk | Basic troubleshooting, modem/router configuration, account verification, PPPoE reset, remote diagnostics |
| Level 2 | Network Operations Center (NOC) | OLT/AC server issues, network outages, high latency, packet loss, LOS affecting multiple clients |
| Level 3 | Field Operations / Technicians | Fiber cut, LOS, damaged cable, faulty NAP, modem replacement, onsite troubleshooting |
| Level 4 | Engineering / System Administrator | Core network failures, server issues, routing problems, system bugs, infrastructure upgrades |
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