R360 MHM / R360® MHM Dashboard / 9. R360®Dashboard CME Basics

9.5 Escalation Procedure for Event Alerts in the MHM dashboard

Updated on Jun 02, 2025

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This document provides steps on how to handle Critical and Warning event alerts for ATS and its customers.

Are you an ATS employee or Customer?

Are you responding to a Warning or Critical Alert?

CME responsibilities to a "Warning" Event alert

Assigned CME complete the following steps within the specified time from the initial alert:

1. Verify the "Warning" Alert within one business day.

2. Within one business day, document in Document the ATS MHM Dashboard event note section any observations or recommendations.

Navigating the Dashboard: How to Acknowledge an Event

3. Within one business day, Acknowledge the event within the the ATS MHM Dashboard

4. Monitor and update the event notes section in the ATS MHM Dashboard daily.

5. Review all actions taken by the customer daily and discuss during scheduled cadence call.

6. Within three business days, discern if actions taken by the customer are reflected in the affected monitoring point data.

7. Within a week, confirm and agree with the customer, mark the event as "resolved" including a full explanation of the resolution.

CME responsibilities to a "Critical" Event alert

Assigned CME complete the following steps within the specified time from the initial alert:

1. Verify the "Critical" Alert within one business day.

2. Document the recommended actions in the ATS MHM Dashboard event note section within one business day.

Navigating the Dashboard: How to Acknowledge an Event

3. Acknowledge the event within the the ATS MHM Dashboard within one business day.

4. Verify the customer has entered notation in the event notes section, within one business day.

5. Monitor and update the event in the ATS MHM Dashboard daily.

6. Review all actions taken by the customer daily and discuss during scheduled cadence call.

7. Within three business days, discern if actions taken by the customer are reflected in the affected monitoring point data.

8. Within a week, confirm and agree with the customer, mark the event as "resolved" including a full explanation of the resolution.

Are you responding to a Warning or Critical Alert?

View the following article to learn more about the event summary. Navigating the Dashboard: Understanding the Device Event Summary

Customer Responsibilities to a "Warning" Event alert

Below are the responsibilities that Customers need to take to acknowledge and remedy alerts. Please note that this process is initiated after the CME verifies the alerts, and notifies the customer via email or direct conversation.

1. Within two business days, respond to ATS MHM automated notifications of the "warning" alert/event.

2. Within two business days, confirm the alert has been read by entering a new note into the ATS MHM Dashboard event notes section.

Navigating the Dashboard: How to Acknowledge an Event

3. Within two business days,Verify the "Warning" alert is valid on the asset and requires attention.

4. Within three business days, perform the required actions or provide other optional actions.

5. Within a three business days, document the results of the actions taken within the event note section on the ATS MHM Dashboard.

6. Within the next week, be prepared to discuss with assigned ATS CME the alert and actions taken.

7. Once confirmed and agreed with ATS, the event will be marked as "resolved" including a full explanation of the resolution. Customers should expect for this step to happen within a week of the initial alert.

Customer Responsibilities to a "Critical" Event alert

1. Within two business days, respond to ATS' communication regarding the "critical event"

2. Within two business days, confirm the alert has been read by entering a new note into the ATS MHM Dashboard event notes section.

Navigating the Dashboard: How to Acknowledge an Event

3. Within two business days,Verify the "Critical" alert is valid on the asset and requires attention.

4. Within three business days, create a work order for the alert/event.

5. Within three business days, perform the required actions or provide other optional actions.

6. Within a week, document the results of the actions taken within the event note section on the ATS MHM Dashboard.

7. Within the next week, be prepared to discuss with assigned ATS CME the alert and actions taken.

8. Once confirmed and agreed with ATS, the event will be marked as "resolved" including a full explanation of the resolution. Customers should expect for this step to happen within a week of the initial alert.

Congratulations, you are done!

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Previous Article 9.4 As a CME, how do I add new alerts to an existing recommendation in the MHM dashboard?

Next Article 9.6 Understanding the Current Asset Health Page (CME) in the MHM dashboard

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R360® MHM Dashboard

1. Navigating R360® Dashboard 2

1.1 Understanding the MHM Site Dashboard
1.2 MHM Dashboard Roles and Permissions

2. R360® Dashboard - Home/Heirarchy 5

2.1 Navigating the MHM Knowledge Base
2.2 Using the MHM Company and Site Selector
2.3 Using the MHM Hierarchy Tool
2.4 How to Identify an Offline MHM Device
2.5 How do I vote on improvements/suggestions for Machine Health Monitoring?

3. R360® Dashboard - Managing Assets - Alerts/Recommendations/Monitoring Points /Comparisons 27

3.1 How do I find an alert in the MHM dashboard?
3.2 How to find Monitoring Point in the MHM dashboard
3.3 How to find an Asset in the MHM dashboard
3.4 How to Configure Monitoring Points in the MHM dashboard
3.5 How to View an FFT Analysis in the MHM dashboard
3.6 How to Create a Comparison
3.7 Comparing/Sharing/Accessing Monitoring Point Telemetry
3.8 Understanding the Current Asset Health Page in the MHM dashboard
3.9 How to Set RPM for FFT Data
3.10 Understanding the Asset Photo Gallery
3.11 How do I review CME Recommendations and Comment on Assets in the MHM dashboard?
3.12 Understanding the Monitoring Points Page
3.13 Understanding the Asset Dashboard in the MHM dashboard
3.14 Understanding the Recent Active Alert Summary Table
3.15 How to Delete a Monitoring Point
3.16 How to Pause and Resume Alerts for Monitoring Points in the MHM dashboard
3.17 How to Pause and Resume Alerts at the Site Level
3.18 How to Pause and Resume Alerts at the Sub-Location Level
3.19 How to Pause and Resume Alerts on the Asset Level
3.20 How to Create a New Notification Rule in the MHM dashboard
3.21 How to Edit a Notification Rule
3.22 How to Disable or Delete a Notification Rule
3.23 Understanding Recommendations in the MHM dashboard
3.24 How do I view a CME Recommendation in the MHM dashboard?
3.25 How to view the History log on a Recommendation
3.26 How do I add attachments to a Recommendation?
3.27 How do I SHARE a recommendation?

4. R360® Dashboard - User Account/Company Management/ Contacts 12

4.1 Understanding the Company Management Page in the MHM dashboard
4.2 How to adjust personal account settings in the MHM dashboard
4.3 How to Change your Password in the MHM dashboard
4.4 Managing User Permissions in the MHM dashboard
4.5 How to adjust personal SMS and email alert notifications in the MHM dashboard
4.6 How to leave a suggestion for improvement.
4.7 How to edit the Contact Page (External) in the MHM dashboard
4.8 How to add Multiple Users to a Site in the MHM dashboard
4.9 How to view/create/edit/disable a Webhook
4.10 How to view API Access for Integrations
4.11 Why can I not see the Integrations tab (Billable Options tab)?
4.12 How do I set my Homepage Topic Display Preference in the MHM dashboard?

5. R360® Dashboard - Cost Avoidance 4

5.1 Understanding the MHM Cost Avoidance Dashboard
5.2 How to Update Cost Avoidance on a Resolved Alert in the MHM dashboard
5.3 How to Adjust Cost Avoidance Details at the Asset Level in the MHM dashboard
5.4 How to view and update cost avoidance data within a recommendation in the MHM dashboard

6. R360® Dashboard - Manage Hierarchy 1

6.1 Understanding the Hierarchy Management Page of the MHM dashboard

7. R360® Dashboard - Reports 2

7.1 How to View and Navigate the MHM Customer Scorecard Report
7.2 How to View and Export the MHM CME Recommendations Report

8. Dashboard FAQ 8

8.1 Dashboard FAQ : User Role Descriptions
8.2 R360® MHM Dashboard: Key Terms and Acronyms
8.3 Dashboard FAQ: How to Log a Support Ticket
8.4 Dashboard FAQ: Dashboard Account Creation (NEW USER)
8.5 Dashboard FAQ: How to Access the Support Portal (New User)
8.6 Dashboard FAQ: Setting up your Knowledgebase Account (New User)
8.7 Dashboard FAQ: Dynamic AI Threshold FAQs
8.8 Dashboard FAQ: How to login to the Knowledge Base

9. R360®Dashboard CME Basics 9

9.1 As a CME, How do I use the Alerts Tab in the MHM dashboard
9.2 As a CME, How do I Create a New Recommendation in the MHM dashboard
9.3 As a CME, how do I add supporting alerts to a new recommendation in the MHM dashboard?
9.4 As a CME, how do I add new alerts to an existing recommendation in the MHM dashboard?
9.5 Escalation Procedure for Event Alerts in the MHM dashboard
9.6 Understanding the Current Asset Health Page (CME) in the MHM dashboard
9.7 As a CME, how do I find and acknowledge an alert in the MHM dashboard?
9.8 Recommendation Dashboard Video Extended (CME ONLY)
9.9 As a CME, where can I provide a note for an asset in the MHM dashboard?