This section aims to describe the Service Level Agreements in place including how to escalate production issues. For full details, refer to section 8.5 of the iHub ODD documentation.
The role of the service desk is primarily to act as the entry point for the raising of first-level incidents or requests into the iHub service.
Client forces and system suppliers will interact with this function through:
- Raising service requests.
- Escalation of tactical issues.
- Supporting additional information required.
- Problem resolution management if required.
The purpose of having a defined escalation process is to support client forces’ understanding of the mechanisms to deal with issues which may arise in service and support resolution. Processes have been defined for the escalation of strategic, tactical, and operational issues. These classifications are defined as follows:
Strategic: Governance issues that require strategic sign-off or decision making. May include fundamental service issues.
Tactical: Performance issues that are unable to be resolved tactically
Operational: This route involves discrete incidents, which are raised automatically, initially through the service desk.
For full details on escalation paths and the responsibilities held by the NDT team and client forces / system providers, refer to section 8.5 of the iHub ODD documentation.
Production incidents will be responded to promptly by the NDT team, where the client force / system supplier will be advised of the incident status, risk, and resolutions. Once resolved, the resolution and any critical items for client awareness will be supplied to the relevant contacts after the incident.
Should the client force experience a major incident involving relevant elements of the iHub they will make the service aware as soon as identified. The NDT team will respond promptly to such matters.
Refer to section 8.8.12 in the iHub ODD document for further information.