Escalation Process

Modified on Wed, Sep 4, 2024 at 4:38 PM

Attempt Resolution:
- Follow standard troubleshooting procedures.
- If the issue is resolved, document the solution and close the ticket.
- If the issue cannot be resolved, proceed to the escalation process.
Gather Necessary Information:
- Ensure the issue is clearly defined and documented.
- Gather all relevant information, including customer details, issue description, Hardware information, and any troubleshooting steps already taken.
Notify the Supervisor/Account Manager:
- Inform the immediate supervisor about the issue.
- Provide all relevant documentation and details, in an email to the customer’s Account manager, Team Lead and IT Manager.