IMPERIAL IT Escalation Matrix Office Number 011 878

IMPERIAL IT Escalation Matrix Office Number - 011 878 8100, Service Desk Number - 011 878 810 No Operational Issue, Incident, Problem or Change Request can be escalated without a valid Call Reference Number. Please do not escalate normal incidents/calls if SLA has not yet breached – Allow IMPERIAL IT sufficient time to investigate and respond to these issues before escalating. Business Solution Each company has a dedicated business solutions manage. Initiation of request and follow up Data Center & Facilities related issues and requests Guidelines contained in the Data Center Protocol are available from Service Desk Incidents in respect of existing Services (Infrastructure Applications) Unsatisfactory response. Service Desk on 011 878 8110 Calls can ONLY be further escalated with a valid Call Reference Number Unsatisfactory response End User Computing. Wikus Oosthuizen wikuso@imperial. co. za Primary Escalation Rudy Hiscock : 073 510 3665 Tanker services, Tippers, LSC, Interchain, IRL Facilities: Rudolph Prinsloo 0795108487 Team Lead: Service Desk Coordinator Rudy Hiscock Unsatisfactory response. Hylton Payne HPayne@imp erial. co. za 083 378 2926 kevinh@impol. net 078 660 5335 Debbie Fowler debbief@impol. net 082 821 4933 Unsatisfactory response: Applications. Manger Server / Virtualisat ion Werner Lubbe wlubbe@imp erial. co. za 071 596 2226 Manger WMS Jaco Janse van Rensburg jvrensburg@i mperial. co. za 082 877 1749 Team Lead: Microsoft & Other Johan Ferreira jferreira@im perial. co. za 083 387 3512 Manager ERP (Proteus) Hennie Gericke hgericke@im perial. co. za 083 380 7590 Vumela SAP Retha White 083 266 5468 Retha. white @britehouse. co. za and Terri Sherwin 083 297 1250 Unsatisfactory response - Applications Infrastructure rstrydom@imperial. co. za 071 676 7053 Rudy Hiscock rudyh@imperial. co. za Incident Manager Unsatisfactory response - Manager: Infrastructure Rudi Strydom Major Incident Coordinator SD Manager is notified if Disaster is declared. vlevack@imperial. co. za Networks Manger Major Incident Coordinator will be alerted if Major Incident is suspected Rudyh@imperial. co. za 079 529 8562 Vicki Levack Infrastructure. Unsatisfactory response. Final Escalation Ryan Damons Unsatisfactory response: Kevin Hearnshaw IT Executive Trevor Whiting twhiting@imperial. co. za 071 640 5945 Team Lead: End User Computing Manager: EOC Unsatisfactory response. Secondary Escalation Service Desk. Unsatisfactory response. Savas Kandilanaptis : 083 702 8077 IHS Business Solutions Manager Unsatisfactory response rdamons@imperial. co. za Morne Eloff : 083 974 0194 ILHO, ISS, TSD, IH, ILIB Wayne Pape : 083 286 8261 IRS, IDC, ICS, ITR Multiple sites or total denial of core service Team Lead: End User Computing Unsatisfactory response. Disaster / Business Critical Emergency: and Manger : Service Delivery Terri Sherwin tsherwin@imperial. co. za 083 297 1250 Unsatisfactory response Team Lead: ERP (SAP) Unsatisfactory response. Louise Hickey lhickey@imp erial. co. za 082 907 1907 If the disaster has not been sufficiently addressed, i. e. no response / update every hour, any manager can be contacted: Service Delivery issues to your designated Account Manager. Technical issues to the Operations Executive. Inability to contact either of these, please contact the Operations Director.