Escalation/Resolution Procedure for Critical Problems
If a problem is of such a nature that it prevents a number of people from working, or puts users' information at risk, it is regarded as critical and its progress towards resolution is monitored by an escalation procedure within the IS department. The purpose of the procedure is to ensure that work on the problem is properly prioritized. The main aspects of the procedure are:
- As soon as a reported problem is categorized as critical, it moves immediately to the top of the queue and is addressed by the appropriate staff member(s). If the problem affects the network, or impacts a substantial group of people, an explanatory email (if possible) will be sent out to the appropriate group(s).
- Contact with the vendor is made as soon as possible, when such action is deemed appropriate.
- If the problem persists for half a working day, the Law Library Director is informed of the status and an email (if possible) detailing the status is sent out to the effected group(s). If email is unavailable, a status report will be posted on the Law School's homepage under "News & Announcements."