Defining an Escalation Plan
Before you begin testing, define an escalation plan for the project team to use when problems arise. The escalation plan should address these issues:
Where do team members post test failures and other issues? Do they enter both in the incident tracking system or do they enter issues elsewhere, such as at a Web site?
What steps do they follow before posting the issue or problem? For example, does the problem need to be reproduced? By whom?
What information do they include when posting the issue? Examples are:
Contact information (phone number, pager number, and e-mail address for subteam lead and external support)
Status of the problem (new or ongoing)
Priority and business justification of the problem
Sequence of events leading to the problem (include relevant information such as IP addresses and domain name)
Causes (known or suspected)
Troubleshooting information (traces, diagnostics)
How do they notify the design group of the issue or problem?
Who reviews and resolves issues?
What is the notification hierarchy?