HydraIssues

Part of #566 (Secure Inside hand-over). Venue: cloud-seven.

Problem

Secure Inside supplied the technical support layer at Cloud Seven: a dedicated point of contact and consultant, remote assistance, on-site intervention when remote work was not enough, same-day intervention, and coordination across the security, network and AV systems.

Network moved to Citymesh. AV moved temporarily to Executr. The support layer itself was never re-assigned. The venue doc lists "internal technical support" as an urgent need for September 1.

Request

Define and publish the AV and general technical support model for Cloud Seven:

• Who is the first point of contact for the venue team, and on which channel.
• Response expectation for remote assistance.
• Response expectation for on-site intervention, and who travels.
• Escalation path per system: AV, network (Citymesh), security (current or new supplier).
• Where the venue team reports a fault. Today that is issues.experiencenet.com, but the team does not use it.

Deliverable

A short one page contact and escalation sheet, held in the hydravenues Cloud Seven runbook, and communicated to the venue team.