PowerPoint-Pr

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ENX EscalationProcess

• Basics
• Escalation process

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1. ENXA Escalation and Trouble-Shooting

• ENX Escalation is a 2nd Level Support.
• It is an exceptional trouble handling process

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1. ENXA Escalation Matrix

• Definition of Severity Classes
• High No Service
• Connection is down
• some or all IPSec Tunnels are down
• Medium Performance Problem
• SLA not met
• Connection/Tunnel Establishment Delays
• Low Change Requests

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1. ENXA Escalation Matrix

• Definition of User Impact
• Global Problem within one CSP Network
• concerning at least 25 of the users within one
  CSP Network
• Global Problem between two CSP Networks
• concerning at least 25 of the tunnels between
  two CSPs
• Problem concerning Users connected to different
  CSP Networks (Individual Interconnection Tunnel
  Problem)
• concerning one or more of the tunnels between two
  CSPs
• Individual Problems at one CSP
• concerning one or more of the tunnels within one
  CSP Network

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1. ENXA Escalation Matrix

• ENXA Escalation Classes RED, ORANGE, YELLOW

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1. ENXA Escalation Basics

• ENXA Escalation Classes (according to Matrix)
• RED
• ORANGE
• YELLOW
• ENX Escalation Delay
• RED min. 24 hours max. 36 hours
• ORANGE min. 48 hours max. 96 hours
• YELLOW min. 96 hours max. 1 week
• The Escalation Delay is the time, CSPs have to
  solve a problem on their own before ENX
  Escalation starts
• CSPs and Users are allowed to ask for ENXA
  Escalation after the minimum delay as specified
• CSPs are obliged to start ENXA Escalation after
  the maximum delay as specified

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1. ENXA Escalation Basics

• ENXA Reaction Commitment
• RED max. 24 hours
• ORANGE max. 48 hours
• YELLOW max. 96 hours
• ENXA Availability Commitment
• Monday to Friday from 8.00 to 18.00 hours
• Saturday for Class RED problems

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1. ENXA Escalation Basics

• Escalation Contact (ENX Escalation Co-ordination)
• Escalation Mailbox escalation_at_enxo.com
• Escalation Faxline 49 71676709
• Information
• Escalation website www.enxo.com
• Team
• Florian Gleich (Central Operations)
• Cyril Veron (Project-Leader Operations)
• Jürgen Ruf (Project-Leader IPSec Lab)
• Lennart Oly (ENX Managing Director)

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1. ENXA Escalation Basics

• Jour Fix
• A weekly conference call is scheduled for status
  reports, follow-up and technical discussions.
• Escalation Conference Call Facilities
• ENXA provides a dial-in conference for
  Trouble-Shooting
• Access Number 49 69 40359803
• Access Code 51174

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2. Process Step 1 - Request Submitting

• CSPs, TPs or CA complete the request form
• Request form is provided by ENXA
• Form is available online and as pdf document
• CSPs or TPs transmit the request to ENX

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2. Process Step 2 - Request Processing

• ENXA Escalation team estimates submitted requests
• If rejected, ENXA informs request submitter
• If accepted, ENXA estimates the request severity
  level
• ENXA Escalation completes the ENXA Trouble-Ticket
  and transmits it to parties involved
• ENX Trouble-Ticket is based on request form
• trouble-ticket number
• severity level
• conference calls schedule in accordance with
  severity level
• other immediate actions required(e.g. bilateral
  co-ordination, immediate emergency actions,
  experts to be involved)

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2. Process Step 3 - Request Resolution

• Class RED,
• First conference call to be held the day after
  request processing is done
• Conference calls are organized on daily basis
• Immediate actions as defined by ENXA to be
  performed within 24 hours
• Level ORANGE YELLOW
• First conference call is issued the next weekly
  audio
• Problem resolution is part of weekly meeting
  point
• Identification
• tasks to perform
• tasks leaders
• associated delays
• ENXA completes Problem Resolution Protocol and
  transmits it to players

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2. Process Step 4 - Documentation

• Trouble-Ticket History
• Documentation
• Put on Website www.enxo.com/escalation

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2. Process Overview

• The process description is
• available as individual file on
• www.enxo.com/escalation