Contact Persons
3 minute read
Where to find it?
The contact persons can be found in the CloudHub sidebar under “Contacts Persons”.
Contact Persons Overview
In general, there are two areas here:
- The management of the contacts themselves
- Sorting the specified contacts into a sequence to be contacted in the event of escalations or other emergencies
Main contact
This contact is independent of the other contacts.
They are the main contact in all our systems, usually the person who registered or who concluded the contract with us.
There can only be one main contact, and this main contact cannot be deleted. The details can be updated in CloudHub. However, this main contact must always be stored.
It is always marked in blue in the table.
Add, edit and delete a Contact Person
Add a new Contact Person
First, a few basic contact details are requested
You can then select the issues for which this person should/may be contacted. In the second column, you can also conveniently see whether and which other contact persons have already been informed for this topic.
| Name | Meaning |
|---|---|
| Default | Our initial contact for all cases that are not special cases or that concern other contact details |
| DPA Contact | Contact person for matters relating to the data processing agreement. |
| Change Entitled | |
| Accounting | Contact person for contracts, invoices, price increases, etc. |
| End-/SubCustomer | |
| Owner | owner of the company |
| Ticket Entitled | |
| Abuse | Our contact person for issues relating to “abuse” |
| Ticket Notification | May receive ticket notifications |
| Emergency Contact 24/7 | (Technical) emergency contact, information on maintenance announcements |
| Patch-Management | Technical contact for all patch-related issues (the developers at the customer’s site who only deal with patches) |
| Engineering | Contact person for technical questions |
| Unknown | |
| Subscription Approver | Contact person who is our point of contact for requests requiring a signature |
| Security Incident | Contact person in case of incident |
| Others | If none of the types fit, this one can be selected and further information can be entered in the comment field to indicate which topics this contact is responsible for. |
Edit a Contact Person
If you click on the pencil icon in the overview, a menu appears on the right-hand side where you can view the information provided. If you want to edit it, there is an “Edit” button at the top right. It looks like this:
Delete a Contact Person
If a contact is no longer needed, it can be easily deleted using the trash can button. You will then be asked if you are sure.
Escalation Matrix
The contact persons that have already been created can be put in a sensible order here for situations where it is time-critical to get hold of the correct decision-maker at the customer’s premises. In addition, you can add information for each escalation level, e.g. on the availability of this person or other information that helps us to act quickly.
