System Alert Service Levels and Escalation
1. Purpose
This document provides an overview of how System Alerts generated by the CoolR Platform are prioritized, monitored, and handled.
The service levels below are intended to provide clear expectations for acknowledgement, investigation, customer coordination, and target resolution.
Note: The timelines represent target service levels under normal operating conditions. Actual resolution may depend on the nature of the issue, device or site conditions, required access, customer inputs, and other external dependencies.
All time windows are measured in calendar hours (24/7).
2. Alert Priority
System Alerts are grouped into three priority levels based on their operational impact and the type of action generally required.
| Priority | Alert Category | Typical Examples | Target Resolution |
|---|---|---|---|
| P1 | Operational & Connectivity | Communication interruptions, device connectivity-related issues | Within 24 hours |
| P2 | Device & Data Availability | Missing image data, missing door data, modem/device availability, battery-related alerts | Within 72 hours |
| P3 | Configuration & Data Quality | Configuration-related issues, unusual image activity, data quality exceptions | Within 120 hours |
The priority assigned to an alert may depend on the specific circumstances and potential business impact.
3. Service Handling Approach
CoolR follows a structured process for handling alerts:
-
Alert Identification
The platform identifies and records the alert based on configured monitoring conditions. -
Initial Review
The alert is reviewed to understand its nature, scope, and potential impact. -
Investigation
The relevant team investigates the underlying cause and determines the appropriate action. -
Customer Coordination
Where customer-side information, access, approval, or action is required, the customer is contacted with the relevant details. -
Resolution & Validation
Once corrective action is completed, the alert is validated and closed where appropriate. -
Escalation, if Required
Alerts requiring additional attention or coordination are escalated through the appropriate service management channels.
4. P1 — Operational & Connectivity Alerts
Target resolution: Within 24 hours
P1 alerts represent issues that may have a more immediate impact on device communication or operational continuity.
Service Handling Targets
| Time from Alert | Expected Activity |
|---|---|
| 0–2 hours | Alert acknowledgement and initial assessment |
| 0–8 hours | Investigation and initial root-cause assessment |
| Within 12 hours | Action plan and ownership confirmation |
| Within 24 hours | Target resolution or appropriate escalation |
Where customer input or access is required, the resolution timeline may depend on the availability of the required information or action.
5. P2 — Device & Data Availability Alerts
Target resolution: Within 72 hours
P2 alerts generally relate to device availability, data availability, or device conditions that may affect normal data collection.
Examples may include:
- Missing image data
- Missing door-related data
- Device/modem availability issues
- Low battery conditions
Service Handling Targets
| Time from Alert | Expected Activity |
|---|---|
| 0–4 hours | Alert acknowledgement and initial assessment |
| Within 24 hours | Investigation and action planning |
| Within 48 hours | Customer coordination, where required |
| Within 72 hours | Target resolution or appropriate escalation |
6. P3 — Configuration & Data Quality Alerts
Target resolution: Within 120 hours
P3 alerts generally relate to configuration, data quality, or exceptions that may require review and corrective action.
Examples may include:
- Configuration-related exceptions
- Missing or incomplete configuration
- Unusual image activity
- Data quality exceptions
Service Handling Targets
| Time from Alert | Expected Activity |
|---|---|
| Within 24 hours | Initial review |
| Within 48 hours | Investigation and customer coordination, where required |
| Within 120 hours | Target resolution or appropriate escalation |
7. Customer Collaboration
Some alerts may require customer participation before they can be fully resolved.
Examples include:
- Providing site or device access
- Confirming outlet/device status
- Providing requested information
- Approving a required action
- Supporting device replacement or site-level activity
To help maintain the target resolution timeline, customers are requested to provide the required information or access as soon as reasonably possible.
Where resolution is dependent on customer action, the service timeline may be adjusted accordingly.
8. Escalation
CoolR uses escalation procedures when an alert requires additional attention, coordination, or decision-making.
Escalation may occur when:
- The issue requires coordination across multiple teams.
- The issue has a broader operational or business impact.
- Resolution is dependent on an external activity or dependency.
- The issue cannot reasonably be resolved within the applicable target timeframe.
- Additional customer or service-level attention is required.
Escalation is intended to ensure that the appropriate stakeholders are engaged and that progress toward resolution remains visible.
9. Service Timeline Exceptions
In certain situations, the service timeline may be temporarily paused or adjusted when resolution is dependent on conditions outside the normal service process.
Typical examples include:
- Planned maintenance activities
- Temporary outlet/site closure
- Device replacement activities
- Awaiting required customer access or information
- Events outside reasonable operational control
Once the dependency is resolved, service handling continues from the point at which it was paused.
10. Alert Tracking
System Alerts are tracked individually to support clear ownership, investigation, and resolution.
Where similar alerts occur at multiple locations, each location is evaluated based on its own device and operational condition. This allows site-specific issues to be investigated and addressed appropriately.
11. Service Level Summary
| Priority | Primary Focus | Target Resolution |
|---|---|---|
| P1 | Operational & Connectivity | 24 hours |
| P2 | Device & Data Availability | 72 hours |
| P3 | Configuration & Data Quality | 120 hours |
These service levels are intended to provide transparency around alert handling and expected response. They should be read together with the applicable customer agreement and any agreed service-specific terms.