KB-102: Microsoft Teams Structure and Channel Directory

LeanTech IT Solutions — Internal Knowledge Base

Document ID: KB-102

Effective Date: January 10, 2020

Last Reviewed: February 8, 2025

Classification: Internal — All Staff

1. Purpose

This document outlines the official Microsoft Teams organizational structure used at LeanTech IT Solutions. All employees must use the designated Teams, channels, and communication protocols described below. Unauthorized creation of Teams or channels is not permitted without Operations Manager approval.

2. LeanTech — Operations (Channel Directory)

This is the primary Team used by Tier 1 Support Engineers during their shift.

2.1 General Channels

Channel	Purpose	Who Can Post	Notifications
`[GEN] Announcements`	Company-wide announcements from management	Operations Managers only	All members notified
`[GEN] Shift Briefing`	Start-of-shift updates, known issues, and carryover tickets from the previous shift	Team Leaders	All on-shift members
`[GEN] Chill Zone`	Informal, non-work conversation (keep it respectful)	All members	Muted by default

2.2 Support Channels

Channel	Purpose	Who Can Post	Usage Guidelines
`[SUP] Tier 1 Support`	Direct communication medium with client(s) and real-time peer collaboration for Tier 1 engineers.	All Tier 1 engineers and Client(s)	Use threads. Tag specific people with `@name` for urgent questions. Do not post client-sensitive data; use ticket IDs instead.
`[SUP] Tier 2 Escalation`	Escalation channel for Tier 2. Only post here when the incident meets Tier 2 criteria per KB-155.	Tier 1 engineers (to escalate), Tier 2 engineers (to respond)	Include ticket ID, affected company/companies, summary of symptoms, what you have already tried, and why you believe this is Tier 2.
`[SUP] Tier 3 Escalation`	Escalation channel for Tier 3 (Security Incidents). Only post here for confirmed or suspected security breaches, data loss, or server compromises.	All staff (to report), Tier 3 specialists (to respond)	Include ticket ID, affected system, nature of the security concern, and timestamp of discovery. After posting, immediately DM your Team Leader.

Rules for client support channels:

Use professional language at all times (refer to SOP-7005)

Do not discuss internal LeanTech matters, other clients, or internal policies

Do not share server credentials, IP addresses, or system architecture details in client channels

All client communication in these channels is logged and subject to QA review

2.3 Client-Specific Support Team Channels

Each client company with an active managed services contract has a dedicated channel for the support teams handling their resources. These channels are used by the assigned Tier 1 engineers to communicate with peers and their Team Leader about that client’s issues.

Channel Naming Convention	Example	Purpose
`[TEAM] {Company Name}`	`[TEAM] Google Philippines`	Communication channel for the Tier 1 support team assigned to that client. Used for internal coordination and updates related to that client’s tickets and issues.

2.4 Operational Channels

Channel	Purpose	Who Can Post
`[OPS] Incident Log`	Automated feed of new and updated incident tickets from the ticketing system	System (automated)
`[OPS] Maintenance Schedule`	Planned maintenance windows, scheduled downtime notifications	Team Leaders, Operations Managers
`[OPS] Outage Tracker`	Active outage tracking for incidents affecting multiple clients	Team Leaders, Operations Managers
`[OPS] Change Requests`	Change request submissions and approvals	Tier 2 engineers, Operations Managers

3. LeanTech — Engineering (Channel Directory)

Access to this Team is restricted to Tier 2+. Tier 1 engineers do not have access to these channels.

Note

Note for Tier 1 engineers: You do not need access to Engineering channels. Escalations are handled through [SUP] Tier 2 Escalation and [SUP] Tier 3 Escalation in the Operations Team. Do not request access to Engineering channels unless directed by your Operations Manager.

4. LeanTech — HR & Admin (Relevant Channels)

Channel	Purpose	Access
`[HR] Announcements`	Company-wide HR updates (policy changes, benefits, events)	All employees (read-only)
`[HR] Helpdesk`	HR questions, leave requests, payroll inquiries	All employees
`[HR] Private`	Confidential HR matters (disciplinary actions, NTEs, grievances)	HR staff only

5. Communication Protocols

5.1 When to Use Which Channel

Scenario	Channel
There is an active client call raising a Tier 1 issue	`[SUP] Tier 1 Support`
You need to escalate to Tier 2 (meets KB-155 criteria)	`[SUP] Tier 2 Escalation`
You suspect a security breach	`[SUP] Tier 3 Escalation` + DM to Team Leader
You want to coordinate with your team or ask help from peers	`[TEAM] {Company Name}`
You have an HR question	`[HR] Helpdesk`
You want to chat informally with colleagues	`[GEN] Chill Zone`
You need to report a personal issue (NTE, grievance)	DM to HR or `[HR] Helpdesk` (private)

5.2 Direct Messages (DMs)

Use DMs for: - Private questions to your Team Leader - Sensitive matters that should not be posted in a public channel - Quick coordination with a specific colleague on a shared ticket

Do not use DMs for: - Escalations (always use the designated escalation channels for traceability) - Client communication (always use the client channel for audit purposes) - Sharing credentials or sensitive data (use the approved credential management system)

5.3 Tagging and Mentions

Tag	When to Use
`@name`	Direct a question or update to a specific person
`@Team Leaders`	Urgent matter requiring any available Team Leader’s attention
`@Tier 2 OnCall`	Urgent Tier 2 escalation when no response in `#tier2-escalation` within 15 minutes
`@channel`	Restricted. Only Team Leaders and Managers may use `@channel` to notify all members.

5.4 Response Expectations

Channel	Expected Response Time
`[SUP] Tier 1 Support`	Best-effort; peers respond when available
`[SUP] Tier 2 Escalation`	15 minutes (during business hours)
`[SUP] Tier 3 Escalation`	5 minutes (24/7)
`[HR] Helpdesk`	1 business day

1. Channel Etiquette

Use threads. Reply in threads to keep channels organized, especially in [SUP] Tier 1 Support and client channels.
Be concise. State the issue, what you’ve tried, and what you need. Avoid walls of text.
Use ticket IDs. Reference ticket numbers (e.g., INC-2026-04-00142) instead of repeating full issue descriptions.
No memes or GIFs in work channels. Keep [GEN] Chill Zone for informal content.
Respect do-not-disturb hours. Do not tag off-shift colleagues unless it is a Tier 3 emergency.