1. IMPERIAL IT Escalation Matrix Office Number - 011 878 8100, Service Desk Number - 011 878 8100
No Operational Issue, Incident, Problem or Change Request can be escalated without a valid Call Reference Number.
Please do not escalate normal incidents/calls if SLA has not yet breached – Allow IMPERIAL IT sufficient time to investigate and respond to these issues before escalating.
Business Solution
Incidents in respect of existing Services (Infrastructure and Applications)
Disaster / Business Critical Emergency:
Multiple sites or total
denial of core service
Data Center & Facilities related issues
and requests
Each company has a dedicated business solutions manage.
Service Desk on
Calls can ONLY be further escalated with a valid Call Reference Number
Guidelines contained in the Data Center Protocol are available from Service Desk
Major Incident Coordinator will be alerted if Major Incident is suspected
Unsatisfactory response
End User Computing.
Unsatisfactory response
Service Desk.
Initiation of request and follow up
Major Incident
Coordinator
Rudy Hiscock
Unsatisfactory response.
Team Lead: End User Computing
Wikus Oosthuizen
Team Lead: End User Computing
Ryan Damons
Team Lead: Service Desk Coordinator
Rudy Hiscock
Unsatisfactory response.
Morne Eloff :
ILHO, ISS, TSD, IH, ILIB
Wayne Pape :
IRS, IDC, ICS, ITR
Rudy Hiscock :
Tanker services, Tippers, LSC, Interchain, IRL
Savas Kandilanaptis :
IHS
SD Manager is notified if Disaster is declared.
Unsatisfactory response.
Facilities:
Rudolph Prinsloo
Manager: EOC
Vicki Levack
Incident Manager
Debbie Fowler
Primary Escalation
Unsatisfactory response: Infrastructure.
Unsatisfactory response: Applications.
Unsatisfactory response.
Unsatisfactory response.
Unsatisfactory response.
Networks
Manger
Hylton Payne
Manger Server /
Virtualisation
Werner Lubbe
Manger WMS
Jaco Janse van Rensburg
Team Lead: Microsoft & Other
Johan Ferreira
Manager ERP (Proteus)
Hennie Gericke
Vumela SAP
Retha
Retha White
and
Terri Sherwin
Team Lead:
ERP (SAP)
Louise Hickey
Business Solutions Manager
Kevin Hearnshaw
Secondary Escalation
If the disaster has not been sufficiently addressed, i.e. no response / update every hour, any manager can be contacted:
Service Delivery issues to your designated Account Manager.
Technical issues to the Operations Executive.
Inability to contact either of these, please contact the Operations Director.
Unsatisfactory response.
Unsatisfactory response - Infrastructure
Unsatisfactory response - Applications
IT Executive
Trevor Whiting
Manager: Infrastructure
Rudi Strydom
Manger : Service Delivery
Terri Sherwin
Final
Escalation
Unsatisfactory response