Escalation for IT incidents/requests

IT incidents (loss of service) or service requests should be reported to ServiceLine by email or phone.

The ServiceLine will acknowledge all incidents and requests by sending an email message to the person raising the request containing a summary of the problem and a ticket number.

Please save a copy of this email message so that you have a record of the ticket number, request details and date.

The ticket number is the reference number used by the iSolutions tracking system. It is helpful but not essential to provide this number when contacting iSolutions .

If you are unhappy with the progress of any IT service request or incidents then this can be escalated through two levels.

The timing of moving between the escalation levels depend on the importance and urgency of the issue to you. The normal process should be to contact ServiceLine to escalate any issues. To avoid overburdening the school manager this should be done as many times as is reasonable.

If still unresolved any issues should be escalated to a higher level by reporting them to the school manager .

Summary


Escalation level

Customer

iSolutions

Normal

Phone ServiceLine & explain the concern about progress or the service received stating a Business Justification as to why this needs to be escalated.

ServiceLine update the ticket with the latest information from customer and progress chase

High

Contact the school manager to raise concern preferably providing as much detail as possible on the concerns and the original request such as the ticket number.

iSolutions account management staff will progress chase to ensure a satisfactory resolution plus investigate the issues raised and report back to the school manager