After hours support process
by Janine La Grange (Britehouse)
1. Stratum identifies P1 Incident or Service Request that needs to be resolved immediately after hours
2. Stratum logs Incident or Service Request on ITSM as per normal process
3. Stratum obtain and provide approval for after hour service charge for 1st hour of work (approval in writing either on e-mail or WA message from Monique Adam)
4. Stratum notifies Britehouse Team of P1 on SOS WA Group
5. P1 will be assigned to a Britehouse Team Member based on rotating stand by roster
6. Britehouse Team Member will inform Stratum after 1st hour of work if more time is required or additional Team Members are required to resolve problem and provide estimation
7. Stratum obtain and provide approval of additional time required to resolve problem (approval in writing either on e-mail or WA message from Monique Adam)
8. Britehouse Team Member to ensure after hours support hours are captured seperately as billing to Stratum will be against cost rate card (details in contract) and not against support contract break fix or enhancement hours
