CANdata After Hours Support. (Code Red) Process

After-Hours Customer Escalation Process: 

New Issue-

• Open a new ticket by emailing [e-mail], indicating the urgency.
• If you get the after-hours automated response
  • reply with the word “CodeRed” in the email body. This will escalate an incident to our PagerDuty rotation team.

Existing Issue-

If the Existing issue becomes Urgent / Rush Time Critical after hours

• Reply to the existing ticket with the word “CodeRed” in the email body. This will escalate an incident to our PagerDuty rotation team.

After Hours by Phone-

• 416-493-9020 Ext 2 (for support) and leave a voice message indicating the issue and the urgent nature.
• If urgent, please clearly state URGENT in the voice message
• All phone messages left create both a voice recording and transcription in our after-hours PagerDuty system.

Note:- Attached is the document of this process.