FINANCIAL SERVICES HELP DESK ESCALATION CHECKLIST

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--- INITIAL TICKET ASSESSMENT ---
[ ] Ticket ID
[ ] Severity Level (Critical, High, Medium, Low)
[ ] Impact Area (System Access, Application Performance, Data Integrity, Network Connectivity, Other)
[ ] User Description of Issue
[ ] Date Reported
[ ] Time Reported

--- ESCALATION TRIGGER IDENTIFICATION ---
[ ] Time Elapsed (in hours)
[ ] Severity Level (Critical, High, Medium, Low)
[ ] Technical Complexity (Simple, Moderate, Complex)
[ ] Number of Users Impacted
[ ] Describe User Impact
[ ] Workaround Implemented? (Yes, No)
[ ] Date of First Report

--- TIER 2/3 SUPPORT CONTACT INFORMATION ---
[ ] Tier 2 Support Group (Network Support, Application Support, Security Support, Database Support)
[ ] Tier 3 Support Group (Vendor Support, Internal Specialists)
[ ] Primary Contact Name (Tier 2)
[ ] Primary Contact Email (Tier 2)
[ ] Primary Contact Phone Number (Tier 2)
[ ] Secondary Contact Name (Tier 2)
[ ] Secondary Contact Email (Tier 2)

--- ESCALATION INFORMATION GATHERING ---
[ ] Detailed Description of Issue
[ ] Steps Already Taken
[ ] Error Logs
[ ] Screenshots
[ ] System/Application Version
[ ] Error Code (if applicable)
[ ] Affected System/Application (Trading Platform, CRM, Payment Gateway, Network Infrastructure, Other)

--- ESCALATION NOTIFICATION & DOCUMENTATION ---
[ ] Escalation Reason (Technical Complexity, Time Elapsed, User Impact, Lack of Expertise)
[ ] Summary of Issue and Troubleshooting Steps
[ ] Assigned Tier Level (Tier 2, Tier 3, Specialized Support)
[ ] Assigned Specialist Name
[ ] Escalation Timestamp
[ ] Escalation Initiator Signature

--- KNOWLEDGE TRANSFER & CONTEXT ---
[ ] Detailed Description of the Issue
[ ] Troubleshooting Steps Already Performed
[ ] Relevant Error Logs
[ ] Affected Systems/Applications (Application A, Application B, Database Server, Network Infrastructure)
[ ] User Impact Statement (Business Impact)
[ ] Initial Severity Assessment (as per ticket) (Critical, High, Medium, Low)

--- ESCALATION TRACKING & FOLLOW-UP ---
[ ] Escalation Date/Time
[ ] Escalated To (Team/Individual) (Tier 2 Support, Tier 3 Support, Specialized Team - [Team Name], Vendor Support)
[ ] Time Elapsed Since Escalation (Hours)
[ ] Expected Resolution Date
[ ] Escalation Status (In Progress, Waiting for Response, Resolved, Blocked)
[ ] Notes on Escalation Progress & Communication

--- RESOLUTION VERIFICATION & TICKET CLOSURE ---
[ ] Resolution Confirmed by User? (Yes, No, Not Applicable)
[ ] User Feedback/Comments
[ ] Resolution Time (minutes)
[ ] Resolution Date
[ ] Resolution Time
[ ] Root Cause Identified? (Yes, No, Pending Investigation)
[ ] Root Cause Summary (if known)

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