Azure Service Health Escalation Procedure

If a Service Health event or incident indicates that a service is unavailable in a region or availability zone, and we are also receiving alerts that one or more of those services are unavailable or unhealthy in the customer’s environment, you must escalate to NOC 3. 

You can check in Service Health (in the Azure portal) whether any of the customer’s resources are impacted. To do this, go to Service Health, then Service Issues, select the relevant incident, and check the Impacted Resources tab, if it exists. There you will see what exactly is impacted and how. 

Escalation timing: 
 From 07:00 to 20:00 ET, escalate to NOC 3 if the affected customer service does not return to a healthy state within 15 minutes after the team has seen the alert. 
 From 20:00 to 07:00 ET, escalate to NOC 3 if the affected customer service does not return to a healthy state within 30 minutes after the team has seen the alert. 

If a Service Health event shows that a service is unavailable or has degraded performance in a region or availability zone, but we are not receiving alerts for specific customer services, set the status to Monitoring and change the ticket status to Monitoring. If the issue is not resolved by the end of the shift, the person on duty must escalate to NOC 3. 

Each update from Azure creates a new ticket. If the team has already escalated a Service Health event to NOC 3, any subsequent tickets related to the same incident may also be escalated once confirmed to be associated.