Priorty Hierarchical Escalation Critical Tier Incident Senior Critical High Medium Low Help Desk Incident Management Management Management Reviews Incident Summary and Action Plans, evaluates and responds to requested actions by email to Incident Owner; Initiates new actions to Incident Owner and/or escalates as needed; 1 10 Mins. 30 Mins. 2 Hrs. 12 Hrs. Incident Owner updates Incident Record; Escalates to tier 2 based upon automated triggers via the Incident Management tool; Incident owner updates Incident Summary, link to Incident Record and details actions for each appropriate tier 2 stakeholder. Reviews Incident Summary and Action Plans; evaluates and responds to requested actions by email to Incident Owner; Initiates 2 1 Hr. 2 Hrs. 12 Hrs. 24 Hrs. new actions to Incident Owner; Incident Owner updates Incident Record; Escalates to tier 3 based upon automated triggers via the Incident Management tool. Reviews Incident Summary and Action Plans; evaluates and As As As 3 2 Hrs. responds to requested actions by email to Incident Owner; Needed Needed Needed Incident Owner updates Incident Record.
Tier Priorty Hierarchical Escalation Critical High Medium Low Help Desk Incident Management Critical Incident Management Senior Management 1 10 Mins. 30 Mins. 2 Hrs. 12 Hrs. Reviews Incident Summary and Action Plans, evaluates and responds to requested actions by email to Incident Owner; Initiates new actions to Incident Owner and/or escalates as needed; Incident Owner updates Incident Record; Escalates to tier 2 based upon automated triggers via the Incident Management tool; Incident owner updates Incident Summary, link to Incident Record and details actions for each appropriate tier 2 stakeholder. 2 1 Hr. 2 Hrs. 12 Hrs. 24 Hrs. Reviews Incident Summary and Action Plans; evaluates and responds to requested actions by email to Incident Owner; Initiates new actions to Incident Owner; Incident Owner updates Incident Record; Escalates to tier 3 based upon automated triggers via the Incident Management tool. 3 2 Hrs. As Needed As Needed As Needed Reviews Incident Summary and Action Plans; evaluates and responds to requested actions by email to Incident Owner; Incident Owner updates Incident Record.