Draft (Subject to Approval)
Rev 2/15/01

ITS Escalation Notification/Contact List


Transaction Issues

I. Transaction Malfunction (s)
(Initial notification)

Business Process Owner
Business Area Coordinator
Primary Application Support Person

(Transaction malfunctions/outages estimated greater than 2 hours less than 1/2 day for singular type non-critical transactions/reports)

Transaction malfunction persons listed above PLUS
BLT's
Community Support Team
ITS Web Master

II. Transaction Escalation Support Team
(Singular transaction outages estimated greater than 1/2 day or critical transactions/reports estimated greater than 2 hours)

Transaction Malfunction List PLUS
Business Area Owner (e.g. Jim Morgan)
FSS Associate Director(s) & Director
R/3 Administration
ITS Internals Support Person
ASST

III. Catastrophic Transaction Malfunction
(Multiple transaction failure - estimated greater than 1 day)

All in I & II above PLUS
AO Query
SAP Prod Notice


Infrastructure Issues


I. Infrastructure Malfunction (s)
(Initial Notification)

Business Area Coordinator
ITS Web Master
ASST
ITS Internals Support Person
R/3 Administration

(Infrastructure malfunctions/outages estimated greater than 2 hours less than 1/2 day)

Infrastructure Malfunction List Persons above PLUS
Business Process Owner
BLT's
Business Consultants

II. Infrastructure Escalation Support Team
(Infrastructure outages estimated greater than 1/2 day less than 1 day)

Infrastructure Malfunction List Persons PLUS
Business Area Owner (e.g. Jim Morgan)
FSS Associate Director(s) & Director

III. Catastrophic Infrastructure Malfunction
(Major infrastructure failure estimated greater than 1 day)

All in I & II Infrastructure Lists above PLUS
AO Query
SAP Prod Notice