Korcett – Escalation Process – After Hours

If it is after hours and you have identified a potential outage (multiple calls about same issue from one location) use the following escalation path:

1. Try to get someone in Korcett chat to respond. If no response:
2. Call the NOC on Call at (855) 655-2388– If no response:
3. Wait 5 minutes, then call the NOC on Call at (855) 655-2388 a second time. – If no response:
4. Wait 5 minutes, then call the NOC on Call at (855) 655-2388 a third time. – If no response:
5. Call Jack Gomez at (512) 820-9215 – If no response:
6. Call  Robert Martin at 512-663-4101
7. Regardless of whether you reached someone or not, file the ticket and make sure you mark the appropriate field as Severity 4

ONLY use the above callback if it’s a potential outage and it’s after hours / overnight.

Use the following guide to help determine if there is a potential outage.