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Escalation procedure flowEscalation procedure

When an alarm appears on the ROD dashboard, at most after 24 hours from the problem occurrence ROD should start the procedure below:

(Max Duration column shows time in working days which you have to wait before you move to next step in the escalation procedure )

Step [#]Dashboard step

Max. Duration [work days]

(time before moving to next step)

Resp. UnitEscalation procedureContent of the message
11st step3RODSend mail to the site administrator with CC to NGI/ROC operations manager and GGUS (operational ticket is being created).
  • ask for immediate action
  • in case of no response for 3 working days ROD will escalate the issue
2  2nd step3RODSend mail to the site administrator with CC to NGI/ROC operations manager and GGUS.

(optionally: a phone call to site, just to make sure that e-mail communication channel is working);

After 3 days period with no response from site administrator issue should be escalated to NGI/ROC operations manager.

  • ask for immediate action
  • in case of no response for 3 working days ROD will escalate the issue to NGI/ROC operations manager
3NGI step5NGI  manager

NGI/ROC operations manager should at the political level make site responsive or suspend the site. (it can be done by phone, mail or on the meeting)

If the problem needs to be escalated to EGI level then NGI/ROC operations manager ask ROD to send an mail to Operations with CC to site administrator, ROD and GGUS.(see Content of the message)

ROD team is still responsible to take care about the ticket on the Operations Portal.

  • informing Operations that the problem cannot be solved at the NGI level and ask for help to resolve it
4Operations step1Operations
  1. If no action was taken by NGI/ROC operations manager for 5 working days Operations send an mail to NGI/ROC operations manager with CC to site administrator, ROD and GGUS. If no response after 1 working day Operations performs site suspension.
  2. If NGI cannot solve the problem at the NGI level, Operations try to help to find the solution.


  • asking NGI/ROC operations manager to suspend the site
  • if no response after 1 working day Operations will perform site suspension.



Step# ResponsibleActionPrerequisites, if any















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