Linux Team Process
Shift Inchagre,
No Random ticket will be allocate to the New People Like spamming, unless until they have proper training for that.
You the only one responsible for the mail communication, as already suggested, as soon as new ticket come respond to the mail immediately that mail was received and engineer who will work on the issue will revert you in next half an hour saying that he started working on that, and thats your responsibility that the person you allocate for the same does that.
In short process is as below:
1: New Ticket Landed
Revert : Your Mail Was Received by tetra support team, aligned engineer will revert you within half an hour.
Responsibility : Shift Incharge Aligned Engineer Revert : We Have started working on the Issue, will update you the status within 2 Hours.
Initial Responsibility : Aligned Engineer
Note : Aligned Engineer complete his Initial responsibility, this is the responsibility of Shift Incharge, if aligned engineers fails to do that action will be taken against shift incharge, after the first mail of Aligned engineer ticket is completely responsible to him and he has to complete that with in 4 hours for gold customer and 8 hours for the standard customer and there must be a revert of status within time frame of (2, 3 and 4) for gold client (2, 4, 7 & 8) for the standard customer, for the revert shift engineer will remind to aligned engineer over mail and local chat and this will be responsibility of aligned engineer to do so, if aligned engineer fails at any point to do that shift engineer must report that to Amit Srivastava, Biswajit sir and mukul sir.
Maximum 3 Active tickets can be alloted to engineer on the same time, on the bases of severities can hold the standard call but after the internal mail communication that you were going to hold the call x due to severities of call y and x can be hold maximum by 2 hours, after that shift Engineer must have reallocate the same to next engineer. Hold ticket will not count in max ticket of an engineer.
ESCALATION PROCESS
Escalation is a process which Rquired a proper mail with the below Inputs.
1: What Is the Issue.
2: What you Have Understand about the Issue.
3: What you have done or try to solve the Issue.
4: Reason for the Escalation (No Information or No Knowledge) reason must be one of these two only
Calling And asking for any thing is also a escalation, so before calling drop a mail, Mail shouldn't be one to one, it must have loop with linuxteam@tetrain.com
If this was not taken care, there will be an Action against it, taken by Mukul Sir, please be careful on this, there will not be any further warning mails.