Where this shows up

Network outages are often already breaching SLA windows by the time the right team is actually engaged, because ownership between NOC, field operations and vendor support is unclear and nobody agrees on severity until the incident is well underway.

How we approach it

• Anchor severity classification to your actual SLA tiers, not a generic four-level scale.
• Assign a single incident commander with authority to engage NOC, field operations and vendor support simultaneously.
• Pre-define escalation paths and contact rosters by network domain and region.
• Build post-incident review that feeds directly into escalation paths and topology data, not just a closed ticket.

What changes

• More outages resolved inside SLA windows
• Clear ownership from the first minute of an incident
• Fewer unnecessary vendor escalations for issues that aren’t vendor-caused