Friday, October 19, 2007


It has been observed that when there are outages, escalation and reporting have been inconsistent and oftentimes erroneous. For example, an outage was escalated to Telco without calling first the branch, or an advisory was sent without initiating a first-hand troubleshooting or with insufficient information. This causes delays and miscommunication.

To address this, I attached herewith a proposal for standardized, positive approach to outage escalation and restoration to be observed & followed in all outages monitored on our WhatsUp monitoring tool.

For your approval, please.

Sanny Sison

Note: The Outage Escalation Procedure I drafted was adopted for official use company-wide.

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