Escalation and contacts
When to escalate
Escalate — do not keep experimenting — when any of these are true:
| Situation | Action |
|---|---|
| Smoke, burning smell, water ingress, tripped breaker | Stop, make safe, escalate immediately |
| A UPS is alarming and you do not know what it feeds | Escalate before touching anything |
| A show or booked meeting starts within the hour and you have not isolated the fault | Escalate now, keep diagnosing in parallel |
| The fix requires changing warp, blend or calibration | Escalate — this is not a runtime fix |
| The fix requires opening a projector or working at height | Escalate |
| You would have to power-cycle a whole cluster or a shared switch | Confirm with a senior technician first |
| A device is missing from Bitwarden and you need credentials | Escalate; never create a local workaround password |
Who to contact
The current contact list lives in Contact information.
Two standing rules from that page carry over to this site:
Do not give out the phone numbers to the Dome or the VR-Arena. Calls to those numbers disturb sessions in progress. Likewise, do not share a C-tech member's private details or work mobile number without their permission.
On-call
If something in the Dome does not work, or looks or sounds "odd" during a test playback, call the C-tech duty phone: 011 – 36 36 11.
The C-tech on-call schedule tells you who is currently responsible outside office hours:
- External: jour.c.itn.liu.se
- Backup: weber.itn.liu.se/~erisu46/jour
Check the schedule before calling anyone directly — the person listed there expects the call, and the person who fixed it last time may not be available.
What to include when you escalate
Give the next person the four things that save the most time:
- Space and time — which room, when it started, and whether an audience is present.
- Scope — one channel or all channels; one device or the whole space.
- Layer reached — how far down the layer ladder you got, and what you ruled out.
- Actions already taken — especially anything you restarted or power-cycled, and in what order.
Booking and show coordination
Document who owns the booking calendar for the Dome, VR-Arena and Decision Arena, how a technician finds out that a show is scheduled, and how much lead time is expected for maintenance that takes a space offline.
External suppliers
List support contacts and contract/serial references for Barco (projectors, ENA-340), Medialon/Showmaster, Dataton (Decision Arena playback), Pixilab (Blocks) and NVAB, plus who at C is authorised to open a support case.