Document Name: ClientName_MGMT_REP_Escalation Matrix

Data Classification: INTERNAL

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The contents of this document are property of Softtek and are for internal use only. Any reproduction in whole or
document is subject to change. Comments, corrections or questions should be directed to the author.

Audience/Viewership

Team members of project

Revision Chart
The following chart list the revisions made to this document. Use this to describe the changes and additions each
possible and include the names of the reviewers who request the changes.

Version No. Version Date

1 Sep-21
_MGMT_REP_Escalation Matrix

re property of Softtek and are for internal use only. Any reproduction in whole or in part is strictly prohibited without the written
Comments, corrections or questions should be directed to the author.

Purpose

Team members of project Know to Matrix Esca

ions made to this document. Use this to describe the changes and additions each time this document is re-published. The descrip
of the reviewers who request the changes.

Type of changes

Creation

Todos los Derechos Reservados © Valores Corporativ

tly prohibited without the written permission of Softtek. This

Know to Matrix Escaltion

ment is re-published. The description should be detailed as

Date of review/
Owner/Author
Expiration
Rodrigo Padilla Dic 2021

echos Reservados © Valores Corporativos Softtek S.A. de C.V. 2021. | Internal

 Escalation Matrix

Call if previous level does Call if previous level

not answer after 5 does not answer after
minutes and 3 call 5 minutes and 3 call
attempts attempts
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
Shift Calendar
Phone Phone
Softtek Service Desk
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
Shift Calendar
Phone Phone
Softtek EUC
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
Phone Phone
Softtek TOC Shift Calendar
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Phone Phone
Softtek Cloud
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Phone Phone
Softtek Network
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Phone Phone
Softtek Voicecomm
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Phone Phone
Softtek MQ Svcs
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
 Name Name
On Call
Phone Phone
Softtek Linux / Unix
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Phone Phone
Softtek DBA
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Phone Phone
Softtek InfoSec
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Softtek Messaging and Phone Phone
Collaboration Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Softtek Virtualization / Wintel / Phone Phone
AD Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Phone Phone
Softtek Citrix
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
On Call
Phone Phone
Softtek Horizon
Livingston SME
Name
Tower Softtek SME Tower Lead Softtek Serv Lead
Name Name
Phone Phone
Softtek Backup and Storage On Call
Livingston SME
Name
 Go to Contacts list

Call if previous level

Call if previous level does does not answer after
not answer after 5 minutes 5 minutes and 3 call
and 3 call attempts attempts
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
 Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name
Softtek Serv Del Mgr STK Account Dir
Name Name
Phone Phone
Livingston Manager Lii Sr Director / VP
Name Name