SayPro Log, report, and escalate issues within the SayPro Monitoring Portal.

Logging, Reporting, and Escalating Issues Within the SayPro Monitoring Portal

Department: SayPro Monitoring and Evaluation Monitoring Office
Oversight: SayPro Monitoring, Evaluation, and Learning Royalty (MELR)
System: SayPro Monitoring Portal

Purpose

To ensure that all technical, operational, and data-related issues within SayPro operations are properly documented, reported, and escalated in a timely and traceable manner using the SayPro Monitoring Portal, thereby strengthening accountability, response time, and organizational learning.

Objectives

• Standardize how issues are logged and categorized across departments.
• Ensure visibility and timely resolution of critical operational or technical problems.
• Enable data-driven escalation and follow-up through centralized tracking.
• Improve communication between Monitoring Office personnel, IT teams, and management.

Issue Management Process

1. Issue Logging

Who: Any SayPro staff member with Portal access
Where: “Issue Log” module on the SayPro Monitoring Portal
What to Include:

• Title and description of the issue
• Type (technical, operational, system performance, data discrepancy, etc.)
• Severity level (Low, Moderate, High, Critical)
• Date and time of occurrence
• Supporting documentation (screenshots, error logs)

✅ System auto-generates a unique Issue ID for tracking.

2. Issue Reporting

Responsibility: Monitoring Office Analyst or Assigned Department Officer
Actions:

• Review and verify submitted issues.
• Assign status: New, In Progress, Resolved, Closed.
• Tag the relevant team/department (e.g., IT Support, WebOps, Data Team).
• Add initial analysis or notes, if applicable.

📊 All issues are visible in the Portal’s real-time dashboard and are included in the Weekly MELR Status Report.

3. Issue Escalation

Criteria for Escalation:

• Issue remains unresolved beyond 48 hours (High/Critical severity).
• Impact on business continuity, data accuracy, or user access.
• Repeated issue type within a 30-day window.

Escalation Pathway:

1. Level 1: Department Head or Technical Lead reviews and intervenes.
2. Level 2: Monitoring and Evaluation Manager provides direct oversight and prioritization.
3. Level 3: MELR Executive escalates to Senior Management if unresolved after 72 hours or if high-risk.

Escalation Tools:

• Email notifications with tracking link
• Portal-based escalation flag with comments
• Automated reminders for overdue issues

Supporting Features of the SayPro Monitoring Portal

• Real-Time Dashboard: Tracks open, resolved, and escalated issues.
• Automated Notifications: Sent to responsible users for follow-up and resolution.
• Audit Trail: Full history of all actions taken on an issue, including comments and timestamps.
• Reporting Module: Generates weekly and monthly issue reports for MELR oversight.

Key Performance Indicators (KPIs)

Conclusion

The SayPro Monitoring Portal serves as a central system for issue tracking, escalation, and resolution—enabling a transparent, accountable, and efficient approach to organizational risk management. By using the portal consistently, SayPro enhances responsiveness, safeguards system performance, and fosters a culture of proactive problem-solving.