Escalation Policy

This document defines how Kecktech handles ticket escalation when issues exceed normal response times or require senior technical involvement.

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Severity Levels

| Level | Description | Examples | |---|---|---| | P1 ΓÇö Critical | Service down, data loss risk, security breach | Server offline, ransomware, billing system down | | P2 ΓÇö High | Major functionality impaired | Email down, RMM agent offline on all devices | | P3 ΓÇö Normal | Degraded functionality, workaround available | Slow performance, one device issue | | P4 ΓÇö Low | Minor issue, no business impact | UI glitch, informational request |

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Escalation Path

P1 ΓÇö Critical (Response: 30 min)

• Immediate: Assign to senior tech
• At 15 min: n8n ΓåÆ Twilio SMS to on-call tech
• At 30 min: Call owner (Jon Keck) directly
• Resolution target: 4 hours
• Communication: Update ticket every 30 minutes

P2 ΓÇö High (Response: 2 hours)

• Immediate: Assign to available tech
• At 1 hour: Notify team lead via Zammad internal note
• Resolution target: 8 hours
• Communication: Update ticket every 2 hours

P3 ΓÇö Normal (Response: 4 hours)

• Assign within 4 hours of creation
• Resolution target: 24 hours
• No automatic escalation

P4 ΓÇö Low (Response: 8 hours)

• Assign within business day
• Resolution target: 72 hours (3 business days)
• No automatic escalation

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After-Hours Escalation

• P1/P2 only trigger after-hours response
• On-call tech receives SMS from n8n/Twilio
• Non-emergency issues (P3/P4) are queued for next business day

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Escalation to Vendors

When an issue requires vendor support:

• Document the issue thoroughly in the ticket
• Collect relevant logs and error messages
• Open a support case with the vendor
• Paste the vendor ticket/case number into the Zammad ticket
• Set ticket state to Pending Reminder with a follow-up date

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Post-Incident Review

For any P1 incident:

• Schedule a 30-min review within 48 hours of resolution
• Document root cause and remediation steps in the ticket
• Create a preventive action item if applicable
• Update runbooks/SOPs as needed (this wiki)