In order to best serve you, we need to have certain information to hand so that our team is able to make educated decisions, and escalate issues correctly. The more information we have, the better we can work.

Contacts

For any client, we need to know who to contact and when. This should include the persons name, job title,  responsibilities, email, primary and secondary phone numbers, their timezone and their availability. An example would be:

Mr Alan Jones
Infrastructure and ICT
Everything related to internal networking at the Sandhill site.
ajones@mybestclient.com
01151234567
07890123456
Europe/London
0800-1700 M-F

With this information, which is available to the teams in a list form, they can make an educated decision on who to call for any given scenario requiring escalation, or who to include on tickets for informational or operational reasons.

This information can be provided in a spreadsheet format such as ODS or JSON, XML, YAML etc.