ENX
Escalation
Process
1. Basics
2. Escalation process
1. ENXA Escalation and Trouble-Shooting
ENX Escalation is a 2nd Level Support.
It is an exceptional trouble handling process


Standard Trouble-
Exceptional Escalation
Shooting + Escalation
Responsibilities
well-known
accepted
mostly unknown
or unaccepted
Involved
Entities
CSP(s) concerned
TP(s) concerned
CSPs, Users, CA and
ENXA
Users and CSPs
ENXA
on qualified requests of
CSPs or Users
Triggers
1. ENXA Escalation Matrix
 Definition of Severity Classes
– High: No Service
• Connection is down
• some or all IPSec Tunnels are down
– Medium: Performance Problem
• SLA not met
• Connection/Tunnel Establishment Delays
– Low: Change Requests
1. ENXA Escalation Matrix
 Definition of User Impact
– Global Problem within one CSP Network
• concerning at least 25% of the users within one CSP Network
– Global Problem between two CSP Networks
• concerning at least 25% of the tunnels between two CSPs
– Problem concerning Users connected to different CSP
Networks (Individual Interconnection Tunnel Problem)
• concerning one or more of the tunnels between two CSPs
– Individual Problems at one CSP
• concerning one or more of the tunnels within one CSP Network
1. ENXA Escalation Matrix
Severity Class
Classes of User Impact
GLOBAL
PROBLEM AT
ONE CSP
GLOBAL
INTERCONNECTION
PROBLEM
INDIVDUAL
INTERCONNECTION
PROBLEM
INDIVDUAL
PROBLEM AT
ONE CSP
NO SERVICE
NO SERVICE
NO SERVICE
NO SERVICE
PERFORMANCE
PROBLEM
PERFORMANCE
PROBLEM
PERFORMANCE
PROBLEM /
TUNNEL EST.
PERFORMANCE
PROBLEM /
TUNNEL EST.
SERVICE
REQUEST
SERVICE
REQUEST
SERVICE
REQUEST
SERVICE
REQUEST
 ENXA Escalation Classes: RED, ORANGE, YELLOW
1. ENXA Escalation Basics
 ENXA Escalation Classes (according to Matrix)
– RED
– ORANGE
– YELLOW
 ENX Escalation Delay
– RED
– ORANGE
– YELLOW
min. 24 hours
min. 48 hours
min. 96 hours
max. 36 hours
max. 96 hours
max. 1 week
– The Escalation Delay is the time, CSPs have to solve a problem
on their own before ENX Escalation starts
– CSPs and Users are allowed to ask for ENXA Escalation after the
minimum delay as specified
– CSPs are obliged to start ENXA Escalation after the maximum
delay as specified
1. ENXA Escalation Basics
 ENXA Reaction Commitment
– RED
– ORANGE
– YELLOW
max. 24 hours
max. 48 hours
max. 96 hours
 ENXA Availability Commitment
– Monday to Friday from 8.00 to 18.00 hours
– Saturday for Class RED problems
1. ENXA Escalation Basics
 Escalation Contact (ENX Escalation Co-ordination)
– Escalation Mailbox [email protected]
– Escalation Faxline +49 71676709
 Information
– Escalation website www.enxo.com
 Team
–
–
–
–
Florian Gleich (Central Operations)
Cyril Veron (Project-Leader Operations)
Jürgen Ruf (Project-Leader IPSec Lab)
Lennart Oly (ENX Managing Director)
1. ENXA Escalation Basics
 Jour Fix
– A weekly conference call is scheduled for
status reports, follow-up and technical discussions.
 Escalation Conference Call Facilities
– ENXA provides a dial-in conference for Trouble-Shooting
Access Number +49 69 40359803
Access Code
51174#
2. Process: Step 1 - Request Submitting
 CSPs, TPs or CA complete the request form
– Request form is provided by ENXA
– Form is available online and as pdf document
 CSPs or TPs transmit the request to ENX
2. Process: Step 2 - Request Processing
 ENXA Escalation team estimates submitted
requests
– If rejected, ENXA informs request submitter
– If accepted, ENXA estimates the request severity level
 ENXA Escalation completes the ENXA TroubleTicket and transmits it to parties involved
– ENX Trouble-Ticket is based on request form
• trouble-ticket number
• severity level
• conference calls schedule in accordance with
severity level
• other immediate actions required
(e.g. bilateral co-ordination, immediate emergency
actions, experts to be involved)
2. Process: Step 3 - Request Resolution
 Class RED,
– First conference call to be held the day after
request processing is done
– Conference calls are organized on daily basis
– Immediate actions as defined by ENXA to be
performed within 24 hours
 Level ORANGE + YELLOW
– First conference call is issued the next weekly audio
– Problem resolution is part of weekly meeting point
 Identification
– tasks to perform
– tasks leaders
– associated delays
 ENXA completes Problem Resolution Protocol and
transmits it to players
2. Process: Step 4 - Documentation
 Trouble-Ticket History
– Documentation
– Put on Website www.enxo.com/escalation
2. Process Overview
Problem occurs
immediatelly
according to SLA
CSP1 starts
trouble shooting
min 24 hours
The process description is
available as individual file on
www.enxo.com/escalation
STANDARD
TROUBLE
SHOOTING
NO
Problem solved
withon 24 hours
Interconnection
affected
YES
ENX Esclation Request Form
www.enxo.com/escalation
[email protected]
T +49 69 71676706
F +49 69 71676702
NO
TROUBLE
SHOOTING
TOGEHTER WITH
SECOND CSP
TROUBLE
SHOOTING BY
CSP2
Problem solved
withon 24 hours
NO
CSP initiates
ENXA Escalation
Co-ordination
ENX receives
Escalation Request
Form and informs
involved parties
Official
Escalation
Information
CSP(s) Management
Level 1
ENX processes
escalation and
investigates
24 - 48 hours
OFFICIAL AUDIO CONFERENCE
IN ORDER TO SOLVE PROBLEM
ENX ESCALATION CO-ORDINATION ASSIGNS TASKS AND DECICEDS ON DEADLINES
TASKS
performed by
CSP 1
Official
Escalation
Information
ONGOING
ENX
COORDINATION
(or even audit)
Problem solved
within Deadline
TOGETHER WITH
CSP2 IF
INTERCONNECT
AFFECTED
TASKS
performed by
CSP2
YES
NO
EXPLANATION
CSP1
Process
CSP2
Process
CSP(s) Management
Level 2
direct
involvement
if problem
not fixed
FINAL
TASKS
performed by
CSP 1
ENX Association
Process
COMMON
ENX/CSP(s)
PROCESS
TOGETHER WITH
CSP2 IF
INTERCONNECT
AFFECTED
HIGH LEVEL ESCLATION AUDIO
IN ORDER TO FIND IMMEDIATE REMEDY
ENX
COORDINATION
(or even audit)
FINAL
TASKS
performed by
CSP2
Problem solved
Documentation and
Problem History made
available on
END
DOCUMENTATION
www.enxo.com/escalation