Escalation & Handover
Give the next engineer enough evidence to continue without repeating the first-response checks.
Escalation template
| Section | Capture |
|---|---|
| Incident | Server, customer, issue, start time |
| Health | CPU, RAM, disk, network |
| Processes | Top consumers / notable findings |
| Services | Relevant service state |
| Event Viewer | Source, Event ID, timestamp, description |
| Plesk | Domain/configuration/log findings |
| IIS | Site, App Pool, bindings, HTTP status |
| Network | DNS / port / connectivity results |
| Recent changes | Updates, deployments, config or infrastructure changes |
| Actions | What was changed and why |
| Status / Next step | Current condition and recommendation |
Good escalation: evidence + timestamps + exact findings. Avoid “Website is down. Please check.”