BlackvaultOperational services
A clear path when something needs a decision.
Ticketing, severity tiers, on-call escalation, and how to request a design review or deviation sign-off.
Response tiers
Severity decides the clock.
Urgent, site-impacting issues run on a fast clock. Standards and policy improvements run on a regular review cadence, so neither starves the other. Exact response and resolution targets are agreed per engagement.
| Severity | Meaning | Response |
|---|---|---|
| 1 | Active site-impacting outage | Immediate engagement; fastest clock |
| 2 | Serious degradation or imminent risk | Same-day engagement |
| 3–4 | Contained issue with workaround | Scheduled within agreed windows |
| 5 | Low-impact / informational | Handled in the normal queue |
Service catalog
What you receive, and how to ask for it.
| Service | What you receive | How to engage | Lead discipline |
|---|---|---|---|
| Standards deviation sign-off | Documented approval or rejection with rationale | Written request; severity tier applies | On-call engineer |
| Severity-based incident response | First contact and resolution per severity tier | Ticket with severity classification | On-call engineer |
| Standards & policy review | Recurring cadence review of standards work — no per-ticket clock | Submitted to the review queue | Program management |
| Escalation | Routed to leadership when scope or SLA is contested | Escalation request or direct contact | Leadership |
Deviations
No informal exceptions.
If a design departs from the approved standard — however small — it gets a written request, an engineering review, and a signed decision before construction or procurement proceeds. No verbal exceptions, regardless of schedule pressure.
Let's talk about your infrastructure.
Tell us what you're building, fixing, or inheriting. We'll tell you, straight, what it takes.
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