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Difference between revisions of "WI05 Unresponsive NGI escalation"

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In case of not responding NGI, COD should:<br>  
In case of not responding NGI, COD should:<br>  


#Send an email to NGI managers mailing list and to each of NGI managers and ask for action (email can be taken from [http://tinyurl.com/724emw5 GOC&nbsp;DB - NGIs List] or in Dashboard)  
#Send an email to NGI managers mailing list and to each of NGI managers and ask for action (email can be taken from [http://tinyurl.com/724emw5 GOC&nbsp;DB - NGIs List] or from Dashboard)  
#Make a phone call to NGI&nbsp;manager (phone number can be found in GOC&nbsp;DB&nbsp;- look at given NGI's detailes - do not forgot about time zones&nbsp;;) . If first one was unsuccesful please make a second call.  
#If no answer after 3 working days, make a phone call to NGI&nbsp;manager (phone number can be found in GOC&nbsp;DB&nbsp;- look at given NGI's detailes - do not forgot about time zones&nbsp;;) . If first one was unsuccesful please make a second call.  
#Set the ticket assigned to NGI to unsolved and create a new ticket to COO&nbsp;with full report about the situation.
#If that doesn't help, set the ticket assigned to NGI to unsolved and create a new ticket to COO&nbsp;with full report about the situation.


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Revision as of 16:33, 28 November 2012

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In case of not responding NGI, COD should:

  1. Send an email to NGI managers mailing list and to each of NGI managers and ask for action (email can be taken from GOC DB - NGIs List or from Dashboard)
  2. If no answer after 3 working days, make a phone call to NGI manager (phone number can be found in GOC DB - look at given NGI's detailes - do not forgot about time zones ;) . If first one was unsuccesful please make a second call.
  3. If that doesn't help, set the ticket assigned to NGI to unsolved and create a new ticket to COO with full report about the situation.