ISPN's DataCenter Support team will provide an efficient escalation process to keep requests routed to a Technician who will find a resolution to a customer's problem. The following shows the available levels within ISPN for problem resolutions, as well as common problem classifications for the incidents that may arise. ISPN will provide a list including names and numbers of each level.

Levels of Escalation Categories of Incidents Points of Contact


Levels of Escalation
All network operational incidents for which this process is invoked will always be resolved at the lowest possible level of escalation.

Level One - Engineering Escalation Level One is the initial level for all incidents. The contact is available 24x365 and therefore represents a role rather than an individual. The contacts at this level have the ability to call to action engineers and to escalate to management as required, to resolve all categories and severity of incidents. Level Two - Engineering Escalation Level Two represents the Lead Engineer. Escalation to this level is appropriate only when Level One interaction has failed to result in resolution and further action transcends the authority of Level-One staff. Level Three - Management Escalation Level Three represents senior management with authority to take actions that fall outside the standard operating policies of the concerned organizations. Escalation to Level Three is appropriate in cases where Level-One and Level-Two interactions have been unsuccessful in resolving an operational issue.

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Categories of Incidents
Six categories of incidents are defined. Categories are intended to expeditiously bring to action appropriate expertise for rapid resolution of the incident. Categories are as follows:

Routing An incident requiring expertise in global Internet routing, router configuration, including BGP and other protocols. Security A security-related incident. Such incidents typically demand intense levels of expertise in many disciplines. Transmission An incident associated with connectivity; typically, expertise in the area of Telco, physical media, and device configuration is required. DNS An incident relating to the Domain Name System, requiring expertise in DNS/bind or other applicable technologies. General A major incident known to involve several of the above categories and requiring expertise in several areas. Other Incidents not classified as one of the above are implicitly classified as 'other'. Expertise and resource requirements for such incidents are determined on a per-incident basis.

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Points of Contact
Point-of-contact information will be available for each escalation level defined above. Telephone numbers and email addresses are provided for each level. Information regarding appropriate protocols and methods for reliably making contact with each level will be furnished by ISPN, including pager and phone numbers, primary and alternate contacts, email addresses and information regarding preferred time windows, as appropriate.

The contact information will be provided to the client at the time when the service agreement is finished and signed.

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