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On-call support number for Priority 1
If there’s a Severity One call, take the following action Copied
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Let them know an Opsview engineer will be calling them back shortly (defined as within 15 minutes, do not mention this to the client). Put the client on HOLD
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Call the Opsview on-call engineer at +441183 240 312 (this will forward to mobile and should almost always be answered promptly). At least 3 attempts to raise the On-Call Opsview engineer should be made, at intervals of approximately 1 minute each (this is to ensure DND features on phones allow the call through) before escalating to an Opsview manager.
In the event this line is not answered, proceed to the escalation list: Copied
Technical Support Manager
Will Gold
+44 (0)7894 506 542
Opsview Technical Expert (UK)
Duncan Ferguson
+44 (0)7968 148 748
Note: All actions should be mentioned on the ticket