Mister IT Support Escalation Contacts

PURPOSE

Every issue will be addressed as soon as possible; however, most will need to be triaged and worked in priority order. The resolution and notification table below defines how to report an issue, the expected response time, resolution time, communication method and communication frequency.

For Example: requesters reporting urgent incidents should expect a response within 15 minutes. Resources will be pulled from lower priority issues to try to resolve the issue within one hour. The request should call (versus email or portal) to report this priority of issue. Both the requester and IT must notify their manager immediately and provide hourly updates.

Priority How to Report Expected Response Within Target Resolution Time When to Notify Manager How to Respond Response Update Frequency Urgent Phone 15 Minutes 1 Hour Immediately Phone, Email Follow-Up Every hour until resolved High Phone 15 Minutes 1 Day Immediately Phone, Email Follow-Up Every day until resolved Medium Portal, Email, Phone 4 Hours 2 Days 1 day, if not resolved Email Every two days until resolved Low Portal, Email 24 Hours 5 Days 2 days, if not resolved Email Every 5 days until resolved

PROCESS

Requester, IT and management play important roles in incident management. It the requester has not been contacted within the "Expected Response Time" or if the issue is not resolved by the "Target Resolution" time, he/she must escalate the issue to his/her manager. If Mister IT has not been able to resolve the issue by the targeted resolution time, he/she must escalate the issue his/her manager. Escalate to Mister IT using the tiers defined below.

Issue Escalation Contacts

Escalation Contact Cell phone
Tier 1 Mikayla Chin - IT Service Desk Supervisor
Dan Hunziker - IT Service Desk Supervisor
Matt Jessee - IT Service Desk Manager 478-284-4824
503-899-7110
520-955-7352 Tier 2 Tam Rininger - Director of IT Support 330-323-8094 Tier 3 Eric Rodziewicz - Director of IT 520-907-0021 Tier 4 Ryan Rotherforth - Director of IT Operations
520-635-3790
Tier 5 Carlos Chavez - Chief Technology Officer
214-282-4317

Please ensure you have called Mister IT first. If you do not make contact, please escalate the issue by calling the contacts below, starting with Tier 1. If you do not make contact and do not receive a call back within 15 minutes, call Tier 2, followed by Tier 3, and finally Tier 4. As you are escalating the issue, please leave a message that includes your name, location, and a brief description of the issue.

Examples of Urgent Issues

Store Down
Server Down
Send Station is Non-Functional
Primary and Secondary Internet Down
Unable to Process Credit Cards

Revision History

Revised Date Revised By Revisions 10/01/2018 Lauren Babson Document created 01/07/2021 Tam Rininger Update Escalation Contacts 08/19/2021 Tam Rininger Update Escalation Contacts 12/05/2022 Tam Rininger Update Escalation Contacts 06/16/2023 Tam Rininger Update Escalation Contacts 10/20/2023 Yolanda Terrazas-Franco Update Escalation Contacts 02/29/2024 Yolanda Terrazas-Franco Update Escalation Contacts 07/01/2024 Andrew Poskey Updated Examples List & Added Why to Escalate 10/10/2024 Andrew Poskey Moved to Fresh 10/17/2024 Andrew Poskey Update Escalation Contacts 01/20/2025 Yolanda Terrazas-Franco Update Escalation Contacts 01/27/2025 Yolanda Terrazas-Franco Update Escalation Contacts
3/13/2025 Andrew Poskey Updated title and content formatting 4/2/2025 Andrew Poskey Updated Priority name to Fresh convention, updated grammar.