Baseline Support Emergency/On Call Process
Service Overview:
BaseLine provides after hours emergency support as part of the standard service offering. The Customer Support Team provides group “swarm” coverage for this service by on-call Tier 2 and DTS personnel.
On-call resources are currently:
- Shay Cuen (Tier 2): 208-995-5304
- Martin Delgado (Tier 2): 415-858-5918
The Emergency support responsibilities are to be coordinated, and shared equally among the members of the swarm group. As there is no defined schedule, it is up to the members to communicate availability, ownership, and resolution within the group. Please also notify your Supervisor/Manager if you will be unavailable for extended unplanned periods.
All members are expected to be monitoring and responding to alerts as necessary, as well as having notifications enabled on mobile devices, Teams, etc.
On-call internal notification channels:
- Teams Group chat - Baseline Emergency Support Team
- Company issued mobile phone (individually assigned – see above)
- SalesForce case and email – auto-generated by Loud and Clear (ClearVoice) auto attendant system (email to Emergency1@baselinesystems.com)
Normal Hours of Operation: 4am - 7pm MST, Mon-Fri
Emergency Support outside business hours by phone:
Toll Free: (866) 294-5847 opt. 1
Alert and Response Process:
- Customer calls 866-294-5847 and selects the emergency support option to leave a voice message (only available outside business hours).
- Note that this is managed through the old phone system (Loud and Clear / ClearVoice) so it does not integrate with Talk Desk
- Emergency text and e-mail notifications sent to the on call team and Supervisor/Manager.
- Email goes to emergency1@baselinesystems.com
- Recipients receive email and text alerts
- A new SalesForce case is auto generated to the Support queue
- There is no formal SLA defined for emergency response, but based standard practices we should respond within 30 min of receiving the alert
- When on call agents see the emergency support request, agent will send a message to the Baseline Emergency Support Team channel in Microsoft Teams relaying their availability.
- On-call agents will review the emergency support request to determine the issue’s severity and time sensitivity and agree on ownership. If there is any question as to the priority of the issue, please consult with the other on-call agents (text, chat, phone conference, etc.) to gain agreement, or contact your Supervisor/Manager. (When in doubt, always err on the side of caution and help the customer)
- On call agent will make contact with the customer via phone and attempt to resolve the communicated issue.
- Simultaneously, the on call agent working the emergency support request will take ownership of the Support case and log detailed summary and troubleshooting notes in the service comments.
- If the issue is determined not to be an emergency, the customer is to be called back to explain that support can be provided during next normal support hours.
- Whenever possible call the customer back via Talk Desk so we have a call log record.
- Provide a case ID to the customer for reference and set agreed expectation for next follow up.
- Send a follow up email to the customer out of the associated SalesForce case so we have correspondence linked for tracking.
- The owner should communicate an update to the rest of the group in the Teams chat, and update the corresponding SalesForce case accordingly for resolution or next steps.