Spare Parts , Preventive Maintenance, & Trouble Ticket Flow:
Preventive and routine maintenance are essential to preserve the assets performance and values throughout the projected asset lifetime while a healthy Spare Parts stock is essential and is maintained in the warehouse under proper conditions. For the regular maintenance, 3Lines Operations and Maintenance division, adopts the best business practices and procedures which has been streamlined and optimized based on statistics and field metrics. The basic Trouble Ticket process is depicted below:
- 24Hr. Service Disk Receives calls
- Open Trouble Ticket
- Identify Severity Level Enforce SLA
- Track, Escalation Triggers
- Resolve and Close
Severity Levels & Escalation Process
Severity Levels:
Severity levels help prioritize issues based on their impact and urgency.
Critical: Complete system
outage, major security breach,
or critical
infrastructure failure.
High: Significant impact,
such as system disruption, or
critical
functional issues.
Medium: Moderate impact
affecting non-critical
Low: Minor issues with low
impact.
Escalation Process
Initial Response:
The first level of support attempts to resolve the
issue.
Escalation Trigger
If the issue is not resolved within a specified time
frame or if it meets certain criteria (e.g., severity level), it is
escalated to
the next level of support.
Higher-Level Support:
More experienced or specialized personnel
handle the escalated issue.
Management Involvement For
critical issues, management may be
involved to ensure resources are allocated for a quick resolution.
O&M Service Level Agreement (SLA)
A typical SLA will be a matrix correlating the severity level with target resolution time along with the escalation triggers.
Define Services: Clearly outline the services covered by the SLA.
Set Severity Levels: Categorize issues based on their impact and urgency Establish Response and Resolution.
Times: Specify how quickly each type of issue should be addressed and resolved.
Include Responsibilities: Detail the responsibilities of both the service provider and the residents.
© All Rights Reserved 3lines co. || Powered By Syscom Technologies