Communication to SDM / TAM
- Add SDM/TAM to Incident Watchlist
- Email to SDM / Primary and Secondary TAM
- Make Phone Call (Option 1)
- Instant Messenger (Option 2)
- After Hours to on call TAM
ServiceNow Notification to SDM / TAM
- Add to ServiceNow Watchlist for Incident
- SDM / TAM make note of Incident
SDM / TAM log into MYHA to follow Incident
Escalation to Internal Engineer
Parking Lot
- align incidents
1) CDI: Client will continue to communicate and submit tickets through CDI Portal.
a. Tickets coming in will all be set to P0 so HA can see them on the critical board, then HA will assign proper priority
b. TAM will work with HA for resolution.
i. Starts with TAM, TAM to let HA know if they need assistance.
ii. HA Remediation - Notify CDI/TAM for visibility, for call back / communication from CDI TAM/SDM.
iii. CDI= Critical "P0" Event, launch incident management process with NOC/Client.
c. CDI Remains forefront for communication
d. CDI NOC will have same access into dashboards, Logic Monitor, My HA
i. MY HA is single pane window for HA ticketing etc. CDI Can view.
2) Logic Monitor issues alert into HA ServiceNow. TAM will be provided access to view dashboard and get copied on alerts
a. Temporary solution as CDI will be on “watch list” – full integration in future state
b. HA remediates, CDI communicates
3) Working on an API for Service now.
a. Logic Monitor Alerts into HA Snow instance, pushes alerts via Xmatters to client.
4) Take a ways we need to validate:
a. Need to define CDI NOC Responsibilities – Escalations need to land in CDI NOC
b. Need to define billing since its going in through HA Service Now Instance
c. Need to verify who is linking HA ticketing system into CDI’s for tracking
d. When CDI gets a ticket and submits it as critical to HA – how/where do they submit this
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Billing
Subtopic
Time Tracking
Proactive Task
SDM/TAM Access
Customer Access (CSM)
LogicMonitor Incident
High Availability NOC
Severity based on LogicMonitor
3rd Party / Circuit / Carrier
High Availability NOC
Communicate with Customer POC
Customer Initaites Request
Problem
CDILLC After Hours NOC
CDILLC NOC / Service Desk
- Help@cdillc.com automatically creates P3 Case
- Phone Call to 770-542-0040 creates a case
- Triage to identify if case to be sent to High Availability based on existence in OpsRamp.
Triage as Normal
- 2 Forms of Communication
- Email HA as a mail Recipient (support@hainc.com)
o Do Not eMail from ServiceNow
- Make Phone Call (484-390-5522)
- Instant Message to HA NOC
- Record Ticket Number and Engineer assigned in case notes
In all events, make sure to send CDILLC Case Number
HA NOC will need to put CDILLC Case number in HA WorkNotes for reference
High Availability to close Incident on HA ServiceNow instance.
HA to Send all Incident Notes to CDI NOC
CDI NOC Updates CDI Case accordingly
Close Out Case
Log Into MYHA to follow case progress
