Technology Incident Escalation

Severity	Example	Course of Action & Contacts
P1	Movex is down EFTPOS is down Phones are not working	Call your Operations Manager (they will escalate to IT) Call John or Lauren directly if OM cannot be reached John Godbolt    0404 830 073 OR Lauren Bearman    0428 906 493
P2	Movex is too slow to effectively serve customers There is a problem with Movex that cannot be worked around	Log a request via Drive Feedback Form or Email [e-mail] Follow up with a phone call if no response received within 1 hour John Godbolt [e-mail] 0404 830 073 OR Bernard Teuben   [e-mail] [phone] or 0419 265 385 OR Tracey Bezzina     [e-mail] [phone]
P3	An error has occurred on a transaction that can be worked around	Log a ticket with BrennanIT (1800 611 115) Log a request via Drive Feedback Form or Email [e-mail]
P4	A minor inconvenience is making things difficult but can be worked around	Log a ticket with BrennanIT (1800 611 115)