IT Escalation Process

IMPORTANT
MB: Bianca or Pat to escalate.
SK: Lauren or Jeremy to escalate.

Severity Level 1: Critical

• Major system outage or critical issue affecting multiple users or business operations.

• Action: Immediate escalation to Dino Moniz, Dale Waines, and Corey Boone.

• Response Time: Within 15 minutes.

• Resolution Time: ASAP, typically within 1-2 hours.

Severity Level 2: High

• Significant issues affecting a large number of users or critical business functions.

• Action: Escalation to Dale Waines and Corey Boone.

• Response Time: Within 30 minutes.

• Resolution Time: Within 4 hours.

Severity Level 3: Medium

• Moderate issues affecting a small number of users or non-critical business functions.

• Action: Escalation to Cathy Reardon.

• Response Time: Within 1 hour.

• Resolution Time: Within 8 hours.

Severity Level 4: Low

• Minor issues affecting individual users or non-essential functions.

• Action: Submit a ticket. Call into helpdesk (888 261-5037 ext. 1) and reference the ticket #.

• Response Time: Within 4 hours.

• Resolution Time: Within 24 hours.

Note:
Pinnacle has access to call Bell and SaskTel on our behalf for both phones and internet issues.