test - tables test

Whentoandwhocaninitiateanescalation?

When,afterworkingthroughourstandardsupportprocesses,theuserisnotsatisfiedwiththelevelortimelinessofserviceоrwhenthereistangibleimpacttotheuser’sproductionenvironment,orthereishighrisktothebusinessoperations.

AllBentleycolleagueshaveaccessandarestronglyencouragedtosubmitanescalationwhenmeetingoneormoreabovedescribedsituations.

CananewlycreatedServiceTicketbeescalated?

Yes,ifanissuerequiresimmediateattentionoftheTechnicalSupportEngineer/Manager.Thisshouldbeanexceptionratherthantheruleandinsuchcaseavalidreasonhastobeprovidedinthe“AdditionalEscalationDetails”field.

Howisthepriorityofmyescalationbeendetermined?

EverysubmissionundergoesthroughtheprioritizationprocessthatisbasedontheITIL’sbestpracticeswherethepriorityisassessedbasedonImpactandUrgencyvalues.

HowcanIescalateanissuethatisrelatedtomorethanoneaccount?

Inasituationwheretheissueisnotuserspecific-directlyimpactingallusersitispossibletosubmitproductspecificescalation.Suchinformationisimportanttoclearlystateandprovideallavailabledetailsinthe“AdditionalEscalationDetails”field.

Howtologanescalationifitinvolvesmultipleproducts?

User-centricdesignhasbeenadoptedwhendevelopinganewUserServiceEscalationprocessandthereforesinglesubmissionissufficient.AssignedEscalationAdministratororEscalationManagermaycloneinitialsubmissionifdeemednecessaryorappropriate.

Whathappensoncetheescalationissubmitted?

SubmissionispromptlyreviewedandevaluatedbyEscalationAdministrator(meeting12hoursSLA)whothenassignsthemostappropriateEscalationManager.EscalationManagerbecomestheownerandpersonresponsibleforsuccessfulandtimelyresolutionoftheissue.

WhencanIexpectanupdatetomyescalationsubmission?

Thepersonwhoinitiatesanescalation(submitter)isautomaticallysubscribedtoallthechangesensuringcontinuousflowofinformationinregardstoeverysteporprogressbeingmade.ThisincludesinitialevaluationbyEscalationAdministrator,assignmentofEscalationManager(insomecasesEscalationEngineer)aswellaseveryupdatepostedincludingfinalresolutionandconsequentclosureofthesubmission.

Howoftentheescalationsubmissionhastobeupdated?

Internal72hoursSLAhasbeendefinedtoensurefrequentupdatesbeingavailabletoallpersonnelinvolved.Thismeansthateverysubmissionisupdatednolessthanonceperthreedays.

Whathappensifescalationisnotupdatedontime?

Wehaveimplementedautomatednotificationworkflowsinordertopreventsuchsituations.Neverthelessifyouencountersuchissue,pleasecontactassignedEscalationManagerimmediately.Ifyouprefercontactingthispersonviaemail,pleasealsoCCassignedEscalationAdministrator.

Canmymanagerbealsokeptinformedregardingthisescalation?

Yes,youcanaddhimtothe“PeopletoNotify”fieldinthesubmissionform;thereforehewillreceiveanemailregardinganyprogressmade.

CanIaddanyoneelsetoreceiveautomatednotificationsofescalationupdates?

Submitter(oranybodyelse)canaddothercolleaguestothe"PeopletoNotify"fieldiftheybelievethesecolleaguesshouldalsoreceiveautomatednotifications.

WillaDSPcoordinatorbeincludedintotheautomatednotificationsofescalationupdates?

Yes.Everyoneinthenotificationfieldandtheescalationsubmitterwillreceiveautomaticupdates.TheEscalationAdministratorwillensurethattheDSPcoordinatorisenteredinthenotificationfield.

WhatcriteriadoesBentleyuseforclosingescalation?

Anescalationwillbeconsideredclosedifitmeetsoneormoreofthefollowingrequirements:

1.Theinitiallyagreeduponobjectiveshavebeenachieved;

2.Asatisfactorymonitoringperiodhaselapsedwithoutproblemrecurrence;

3.Theescalationhasbeenreviewedandagreementreachedtodowngradethecaseseveritylevel

4.YouortheUserhaveagreedthattheissueisresolved;

5.Amutuallyaccountabledecisionhasbeenmadethattheissuecannotorwillnotberesolvedandthishasbeencommunicatedtoallparties.

Whataretherolesandresponsibilities?

·         <![endif]> 

·         <![endif]>àEscalationSubmitter-Colleaguewhoinitiatesanescalation.

·         <![endif]>àEscalationAdministrator-EscalationAdministratorisresponsiblefortheadministrationaspectoftheescalationsiteaswellasoverseeingthecasefromaholisticviewpoint.EscalationAdministratorsalsoensurepromptevaluationandassignmentofallsubmissions,timelyupdatesprovidedbyEscalationManagersandpostingweekly(resp.daily)updatesforLevel-Threeescalations.

·         <![endif]>àEscalationManager-EscalationManagerisresponsibleformanagingalltechnicalaspectsofanescalationsuchasinvestigationofassignedsubmissionorpromptassignmenttoEscalationEngineer,supervisingrequiredresearch,overseeingrecommendedsolutionswhileprovidingregularupdates.

·         <![endif]>EscalationEngineer-TSGengineerorspecialistwhobecameengagedintheescalationprocesswhenrequestedbyEscalationManager.

·         <![endif]> 

Whataretheescalationlevels?

·         <![endif]> 

·         <![endif]>àEscalationLevel-One-EscalationLevel-OneistheinitiallevelforallescalationsandtheissuesarepredominantlyinvestigatedbyTier1engineers.

·         <![endif]>àEscalationLevel-Two-EscalationLevel-TwoisappropriateonlywhenLevel-OneinteractionsfailedtoresultinresolutionandfurtheractionexceedstheauthorityorabovecapabilityofLevel-Onestaff.AtthislevelissuesareinvestigatedbyTier2staff(SeniorEngineers,ProductSupportSpecialists,etc.).

·         <![endif]>àEscalationLevel-Three-EscalationLevel-ThreeisappropriateincaseswhereLevel-OneandLevel-Twointeractionshavebeenunsuccessfulinresolvinganissue.EscalationLevel-ThreeispresentedtoseniormanagementandotherupperexecutiveviatheEscalationReport.

Cananescalationbeelevatedtoahigherlevel?

Everyescalationisbeingcontinuouslymonitoredandregularlyreviewedensuringsufficientprogress,mostsuitableassignmentaswellascorrectprioritization.Ifatanytimeyouarenotsatisfiedwiththeprogressmadeorasituationchangesonsitepleasemadeallinvolvedawareofthisfacteithervia“InternalCommunicationportal”fieldorcontactingtheEscalationManagerdirectly.

Whenthesubmissionshouldberaisedtothehigherlevel?

EscalatedissueresultedinTR/CRorneedshigherexpertise;seniorleveltechnicalstaffshouldreviewtheissueandexplorepotentialworkarounds.

Theissueisdeterminedtobeaproductdefectwithoutsuitableoracceptableworkaroundthatrequireimmediateattentionfromourdevelopment.

Escalatedissuedoesnotspecificallyrequireattentionfromsupport,developmentorotherdepartmentbuthighlightspotentialstrategicbusinessimpactandassuchshouldberaisedtotheuppermanagementlevel.

Whenistheescalationlevelloweredordiminished?

OncetheEscalationLevel-Threeisnolongersuitableorbeneficial(i.e.criticalissuehasbeenresolvedbutthereareotherlowerpriorityissuesthatstilljustifyescalationstatusortheuserseestheissuenolongercritical)theEscalationManagerorEscalationAdministratorcanlowerthelevelandmovethesubmissiontotheEscalationLevel-Two.Thepersonwhoraisedtheescalationshouldconcurwiththisdecision.

SimilarsituationoccurswhenCodeRedremovalcriteriahavebeenmet;alsointhiscasetheescalationisdegradedtoEscalationLevel-Three(ifnecessaryorappropriate).

WhatisaCodeRed?

CodeRedisaninternaltermdescribingthehighestescalationlevelanddesignedtoestablishacrossdepartmentaltaskforce.

WhentheissueiselevatedtotheCodeRed?

OnlyintheeventanaccounthasreachedacrisislevelbeyondthatwhichistypicallyaddressedunderthestandardEscalationprogramtheCodeRedprocesscanbeinitiated.

WhocaninitiateaCodeRed?

SuchescalationistypicallyinitiatedbytheAccountManagerwhocanexpressthoseconcernstoassignedEscalationAdministratororEscalationManager.PriorrequestingrequiredSeniorVicePresident(SVP)ofrespectiveSalesUnitapprovaltheEscalationAdministratorinagreementwiththeAccountManagerandIndustrySalesDirectorwillworkcloselywiththeTSGdirectororrepresentativeandappropriateBSWrepresentativesmakingsurethatthereisnoacceptablealternativeresolutiontotheissuebutproceedingwithCodeRed.

HowcanIcommunicate“CodeRed”tomyuser?

AsnotedaboveCodeRedisaninternaltermandmustneverbeusedinexternalcommunication.ExecutiveLedEscalationistheterminstead.