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DHTS-VOIP Project

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					      System Group Name: DHTS-VOIP Project
          "Friendly" Name:

       First/Second Level?

          Hours of service:                              Open Time           Close Time
                                        Sunday:
                                       Monday:               8am                5pm
                                       Tuesday:              8am                5pm
                                   Wednesday:                8am                5pm
                                      Thursday:              8am                5pm
                                         Friday:             8am                5pm
                                      Saturday:

                   Holidays:                       Medical Center Holidays




(Also fill out Category/Type/Item spreadsheet)
DHTS-VOIP Project
User List
           User Full Name                Login ID     Pager Phone               Email Address   Pager Type
Fulton Waddell                         wadde002           n/a        FD.Waddell@duke.edu           n/a
Walter Aaron                           paw3bear           n/a        Walter.Aaron@duke.edu         n/a




Please identify manager & phone number:
Please identify Remedy contact & phone number:      Walter Aaron     668 2434
                                                    Fulton Waddell    668 6397
Please identify Knowledge Architect:
                                                 Escalation Process for URGENT PRIORITY Issues (1 hr resp

  Last modified:

                                     User Name      Pager #
    Initial        Elapsed Time   wadde002
  Escalation         (minutes)    paw3bear
 Immediately             0




Time Since Last Elapsed Time
Escalation (min)    (min)
      15             15




Time Since Last Elapsed Time
Escalation (min)    (min)
      15             30




Time Since Last Elapsed Time
Escalation (min)    (min)
      15             45




Time Since Last Elapsed Time
Escalation (min)    (min)
      15             60
                                     DHTS-VOIP Project
ation Process for URGENT PRIORITY Issues (1 hr response)



                          Email Address
           FD.Waddell@duke.edu
           Walter.Aaron@duke.edu
                                              Escalation Process for HIGH PRIORITY Issues (2 hr resp



                                  User Name   Pager #
    Initial    Elapsed Time    wadde002
  Escalation     (minutes)     paw3bear
 Immediately         0




Time Since Last Elapsed Time
Escalation (min)    (min)
      30             30




Time Since Last Elapsed Time
Escalation (min)    (min)
      30             60




Time Since Last Elapsed Time
Escalation (min)    (min)
      30             90




Time Since Last Elapsed Time
Escalation (min)    (min)
      30             120
                                      DHTS-VOIP Project
calation Process for HIGH PRIORITY Issues (2 hr response)



                          Email Address
           FD.Waddell@duke.edu
           Walter.Aaron@duke.edu
                                              Escalation Process for MEDIUM PRIORITY Issues (4 hr resp



                                  User Name      Pager #
    Initial    Elapsed Time    wadde002
  Escalation     (minutes)     paw3bear
 Immediately         0




Time Since Last Elapsed Time
Escalation (min)    (min)
      60             60




Time Since Last Elapsed Time
Escalation (min)    (min)
      60             120




Time Since Last Elapsed Time
Escalation (min)    (min)
      60             180




Time Since Last Elapsed Time
Escalation (min)    (min)
      60             240
                                     DHTS-VOIP Project
ation Process for MEDIUM PRIORITY Issues (4 hr response)



                          Email Address
           FD.Waddell@duke.edu
           Walter.Aaron@duke.edu
                                              Escalation Process for LOW PRIORITY Issues (8 hr resp



                                  User Name   Pager #
    Initial    Elapsed Time    wadde002
  Escalation     (minutes)     paw3bear
 Immediately         0




Time Since Last Elapsed Time
Escalation (min)    (min)
      120            120




Time Since Last Elapsed Time
Escalation (min)    (min)
      120            240




Time Since Last Elapsed Time
Escalation (min)    (min)
      120            360




Time Since Last Elapsed Time
Escalation (min)    (min)
      120            480
                                      DHTS-VOIP Project
scalation Process for LOW PRIORITY Issues (8 hr response)



                           Email Address
            FD.Waddell@duke.edu
            Walter.Aaron@duke.edu

				
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