Mister IT Support Escalation Contacts
Modified on: Wed, Apr 2 2025 2:00 PMPURPOSE
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 | Every two days until resolved | |
| Low | Portal, Email | 24 Hours | 5 Days | 2 days, if not resolved | 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. |