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NOC Escalation Process

Tony

Created on September 23, 2024

Level 1 escalation process

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Transcript

NOC Escalation Process

Ticket creation: Phone, Email, or Portal - Can the issue be resolved by the NOC engineer?

Yes
No
Application Issue

Escalate the case

Work on the issue

Assign to resource or queue (See hotline cheat sheet for details)

Technical issue

Inform the Level 1 lead or NOC Manager for escalation

Close the case: Document the resolution

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