RACK Philosophy - Communication
CrossView provides communication at a number of levels. The primary, or most important of
these, is that transactions cannot be left unattended by any responsible group or
- All transactions are routed to groups or individuals. This is done through
CrossView where the person or manager is a CrossView user. Otherwise, it is
done by email, pager, etc.
- Times for escalation are customizable and CrossView will escalate problems
and changes, that have not been addressed by the manager or person, in a set
time. Escalation takes place for problems by increasing severity, and for
changes by alerts to management.
- Persons may pass transactions to other persons in the same group and
managers may pass transactions to other managers.
- Installation rules can be established for service objectives, for both
response time and availability. For a current service period, CrossView will
send messages to nominated individuals when service agreements are in danger
of being breached. Four danger levels can be nominated at which the messages
will be sent.