We manage how we get alerted based on many factors such as the customers contractual SLA, the urgency of their request or incident, etc.. **an alert or notification is something which requires a human to perform an action**. Based on the severity of the issue (service request or incident) we prioritize accordingly in [DoIT](http://doit.sphs.ro).
Anything that wakes up a human in the middle of the night should be **immediately human actionable**. If it is none of those things, then we need to adjust the alert to not bother us at those times.
| Normal | Normal-Priority Alert during **business hours only**. | Requires human action that same working day. |
| Minor | Minor-Priority Alert 24/7/365. | Requires human action at some point. |
| Notification | Suppressed Events. No response required. | Informational only. We do not need these to clutter our ticketing or inboxes. If they are enabled they should be sent only to required/specific people, not groups. |
Both IN and SR (incidents, service requests) share the same priorities. The actual response / resolution times vary and are based upon contractual agreements with the customer. These details (SLA) are available in DoIT on the organization page.
If you're setting up a new alert/notification, consider the chart above for how you want to alert people. Be mindful of not creating new high-priority alerts if they don't require an immediate response, for example.
Primarily we use email as the notification/alert methods and all of our customers are encouraged to use this method. Secondly there is the DoIT customer portal which will send alerts to the on-call person(s) and escalate based on SLA/contractual agreements. Thirdly we use our centralized support telephone number and individual phones. This means keeping an eye on your email is essential!
#### "A customer sends an email stating that "Production server disk space is filling, expected to be full in 48 hours. Log rotation is insufficient to resolve."
This would be a **Normal** priority SR, requiring human action soon, but not immediately.
