ExampleAn operational level agreement for supporting a website outlines a call tree for incidents. The call tree identifies contacts to be notified based on criteria such as incident severity, impacted systems and time elapsed. An incident occurs and service desk calls the on-call number for a web development team. The web developer says that a database is down and service desk uses the call tree to notify a database team. When three hours has elapsed without a fix, the call tree instructs service desk to escalate to management.
|Overview: Call Tree|
A decision tree for escalation of notifications.