Runbooks is the term we use for the collection of contact and service information used to communicate between PDI and our clients. As of June 8, 2022, contact, escalation, SLA, change management, and PDI contact information is now available in CSP.
Contact Information
You can view and edit your CSP contact information by navigating to "My Profile" under the top right drop-down menu. From there, click on the "Edit" button to edit your contact information. If you are the administrator for your organization, you will also be able to edit any of the user contact information for users associated with your organization.
Once you click "Edit," you'll be able to make changes to the following fields:
First Name
Last Name
Business Phone
Mobile Phone
Title
Escalation Order for both the SOC and NOC departments
Escalation Order
Escalation order is the order in which you and your organization's users will be contacted about important security and network events. NOC (Network Operations Center) and SOC (Security Operations Center) team members use this information via our automation to determine whom should be contacted, in what order, and by what preferred method.
If no escalation order is selected, support teams will reach out to the primary account contact.
PDI Contact & Support Information
More detailed information on PDI's contact, SLA, and change management processes can be found in the articles linked below: