Escalate stubborn IT issues with a clean packet so the liaison can act fast. Prep the escalation packet or Pick a contact channel.
Works here: staging + prod · Teams + ServiceNow · Regions: MY, DK
Owner: Support IT liaison (support-it@northbook.guide)
Prep the packet
- Summarize the impact in one sentence (team, workflow, urgency).
- Attach evidence: screenshots, logs, and the steps from the quick path you already ran.
- State what you need: toggle access, unblock device, confirm policy, etc.
- List approvers with contact handles so IT can reach them on the first pass.
Contact options
- Service desk ticket (preferred): ServiceNow → IT / Support → Assignment group
Support IT Liaison. Paste the packet, add severity (P1–P4), and link to the originating runbook. - Backup chat: Post the packet in
#support-it(Teams) and @mention@Support IT Liaisonso they can triage while you file the ticket. - Emergency only: Call the on-call number from ServiceNow if the blocker is regulatory or customer-facing and note the incident ID afterward.
SLA + escalation
| Priority | Trigger | First response | Resolution target |
|---|---|---|---|
| P1 | Regulatory/customer impact | 15 minutes | 4 hours |
| P2 | Multiple users blocked | 1 hour | 1 business day |
| P3 | Single user interruption | 4 business hours | 2 business days |
| P4 | Informational | 1 business day | 5 business days |
Missed SLA? Reply to the ticket, @mention the liaison again, then escalate via the /escalations contact listed in Contact it.
Handoff → Quick paths usually live under /runbooks; link that context when you escalate.