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NOC Internal Escalation Matrix

 
Priority 1 
Backbone or Market(s) Outage Effecting Multiple Customers
Immediate Notification Pager General Manager
On Call Engineer
Immediate Notification Phone NOC Support
On Call Engineer
Notification 1 hour General Manager
On Call Engineer
Notification 2 hours N/A
Notification 4 hours General Manager
Notification 6 hours N/A
Notification 8 hours N/A
Notification 24 hours N/A

 
 
Priority 2
Backbone or Market(s) Performance Issues, Possible Routing Problems
Immediate Notification Pager NOC Support
On Call Engineer
Immediate Notification Phone NOC Technician
Notification 1 hour On Call Engineer
Notification 2 hours N/A
Notification 4 hours General Manager
Notification 6 hours N/A
Notification 8 hours General Manager
Notification 24 hours N/A

 
 
Priority 3
Single Customer Routing Problems
Immediate Notification Pager NOC Support (After 30 minutes)
Immediate Notification Phone NOC Technician
Notification 1 hour On Call Engineer
Notification 2 hours NOC Support
Notification 4 hours General Manager
On Call Engineer
Notification 6 hours N/A
Notification 8 hours General Manager
Notification 24 hours N/A

 
 
Priority 4
Single Customer Performance
Immediate Notification Pager N/A
Immediate Notification Phone NOC Support
Notification 1 hour N/A
Notification 2 hours On Call Engineer
Notification 4 hours N/A
Notification 6 hours On Call Engineer
Notification 8 hours N/A
Notification 24 hours N/A

 
 
Priority 5
All Other Issues (DNS, News, Single Dial Access, etc)
Immediate Notification Pager N/A
Immediate Notification Phone N/A
Notification 1 hour N/A
Notification 2 hours NOC Support
Notification 4 hours N/A
Notification 6 hours On Call Engineer
Notification 8 hours N/A
Notification 24 hours N/A
  • All customer updates are to be provided at customer specified intervals.
  • Escalation process can be stopped by only the customer or a Director and above.

    • If the outage is caused by leased line failure, engineering escalations should not be used.

 
 

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