Service Escalation Matrix
If your service request is not progressing according to the applicable service commitment, you can escalate it through our defined support hierarchy.
LEVEL 1 — SERVICE DESK
Purpose: Initial ticket handling
Responsibilities:
- Ticket registration
- Initial troubleshooting
- Ticket acknowledgement
- Correct categorization
- Engineer assignment
- Status updates
Customers should always start with an active Service Ticket.
LEVEL 2 — TECHNICAL ESCALATION
Escalate when:
- Issue requires advanced technical knowledge
- Initial troubleshooting fails
- Repeated issue occurs
- Specialist intervention is required
Handled by:
- Senior Technical Support / Technical Lead
LEVEL 3 — SERVICE MANAGEMENT
Escalate when:
- Ticket progress is significantly delayed
- SLA risk exists
- Engineer coordination issue occurs
- Repeated service failure occurs
- Customer requires management intervention
Handled by:
- Service Manager
LEVEL 4 — SERVICE HEAD
For:
- Major service disruption
- Critical enterprise incident
- Significant SLA concern
- Repeated unresolved problem
- Multi-location service issue
Handled by:
- Service Head
LEVEL 5 — MANAGEMENT ESCALATION
Reserved for serious unresolved commercial/service issues requiring senior management attention.
Escalation Form
Customer enters:
- Ticket ID
- Company Name
- Contact Person
- Phone
- Current Escalation Level
- Reason for Escalation
- Business Impact
- Description