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