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DoIT Shared Tools - Request Intake, Escalation Process, and Service Support

Request Intake

1. Requests are submitted to help@doit.wisc.edu
2. Using the Shared Tools Knowledge Base, level 1 Help Desk support staff troubleshoot and resolve requests
3. As needed, requests are escalated to the Shared Tools team
4. The traffic manager reviews escalated requests and assigns issues to team members by role
   1. General user questions, training, advanced support requests, and new group, project, or space requests are completed by client engagement and users support
   2. Requests that require a communication plan, differ from the standard SLAs, or, require refinement and scoping are escalated to the Service Coordinator
   3. Application administration or approved changes to the platform are assigned to the Technical Lead

Escalation Process for Outages and Degraded Service

Note: Standard, urgent, emergency, after hours, or holiday request turn around times are documented on the Shared Tools Contact Us page. Detailed service response processes and contact information is maintained in the CMDB/Cherwell.

1. Email the Shared Tools O365 group: WPSSharedTools@office365.wisc.edu 
2. Contact the technical lead directly
   1. If unavailable, notify the technical lead's backup
   2. If unavailable or a widespread outage, contact the Service Coordinator and Assistant Director of Web Platform/Services
   3. If the above individuals are unavailable, email the WPS Leads O365 group: wpsleads@office365.wisc.edu
3. Follow the WPS Situation Response Workflow Quick Guide and WPS Situation/Problem Response Workflow 

Service Support and Backups

GitLab

GitLab Overview of Support

Role	Team Member	Backups
Service Coordinator	Vanessa Taulbee	Ben Sousa, Jamie Gutkowski
Traffic Manager	Teresa Arauco	Vanessa Taulbee
Client Engagement & User Support	Teresa Arauco, Vanessa Taulbee	Ben Sousa
Technical Lead (Dev/SRE)	Ben Sousa	John Hare

Jira

Jira Overview of Support

Role	Team Member	Backups
Service Coordinator	Vanessa Taulbee	Teresa Arauco, Jamie Gutkowski
Traffic Manager	Teresa Arauco	Vanessa Taulbee
Client Engagement & User Support	Teresa Arauco, Vanessa Taulbee	John Hare
Technical Lead (Dev/SRE)	John Hare	Ben Sousa

Confluence

Confluence Overview of Support

Role	Team Member	Backups
Service Coordinator	Vanessa Taulbee	Teresa Arauco, Jamie Gutkowski
Traffic Manager	Teresa Arauco	Vanessa Taulbee
Client Engagement & User Support	Teresa Arauco, Vanessa Taulbee	John Hare
Technical Lead (Dev/SRE)	John Hare	Ben Sousa

Artifactory

Artifactory Overview of Support

Role	Team Member	Backups
Service Coordinator	Vanessa Taulbee	John Hare, Jamie Gutkowski
Traffic Manager	Teresa Arauco	Vanessa Taulbee
Client Engagement & User Support	John Hare	Vanessa Taulbee
Technical Lead (Dev/SRE)	John Hare	Ben Sousa

Emergency Backups for All Services

If the above individuals are not available and there is an outage or degraded service, contact the emergency backups and include the primary Technical Lead and Service Coordinator.

• Technical Lead Emergency Backups: Andrew Petro, Jason Samsa, Jordan Jones
• Service Coordinator Emergency Backup: Annette Stratman-Durrer