SUPPORT ESCALATION PROCESS


Our company is committed to providing exemplary customer support and ensuring that any issues are resolved promptly and effectively. Our structured escalation process is designed to address and resolve issues efficiently, leveraging a multi-tiered support model comprising Tier 1, Tier 2, and Engineering. Below is a detailed description of our escalation process:

Tier 1 Support: Initial Contact and Issue Triage

Responsibilities:

  • Serve as the first point of contact for customers.
  • Gather detailed information about the issue, including symptoms, replication steps, error messages, and any recent changes to the system.
  • Perform basic troubleshooting steps, including verifying configurations, analyzing logs and checking for known issues or updates.
  • Analyze logs
  • Document the issue and all relevant details in our ticketing system.

Escalation Criteria:

  • If the issue requires more in-depth technical knowledge.
  • If the issue is identified as a potential bug.

Next Steps:

  • Escalate the issue to Tier 2 Support, providing all documented information and troubleshooting steps taken.

Tier 2 Support: Advanced Troubleshooting and Analysis

Responsibilities:

  • Receive escalated issues from Tier 1 Support.
  • Perform advanced troubleshooting and diagnostic procedures, conducting root cause analysis, and replicating the issue in a test environment.
  • Liaise with other internal teams, such as network operations or database administrators, as needed.
  • Provide temporary workarounds or solutions to minimize customer impact if and/or while a permanent fix is developed.

Escalation Criteria:

  • If the issue is determined to be a software bug or requires code changes.
  • If the issue involves system performance or security concerns.

Next Steps:

  • Escalate the issue to the Engineering team, providing comprehensive documentation, including all findings, steps taken, and any identified workarounds.

Engineering Support: Code-Level Resolution and System Enhancements

Responsibilities:

  • Receive escalated issues from Tier 2 Support.
  • Conduct in-depth analysis and debugging of the codebase to identify and resolve software bugs.
  • Develop, test, and implement code changes or system enhancements to address the issue.
  • Collaborate with Tier 1 and Tier 2 Support to deploy fixes and verify resolution.
  • Update the knowledge base with any new findings, fixes, or improvements.

Resolution and Closure:

  • Tier 1 Support will communicate the resolution to the customer and ensure their satisfaction.
  • The issue ticket will be closed, with all relevant details and documentation archived for future reference.

Our escalation process ensures that issues are addressed by the appropriate level of expertise, facilitating quick resolution and minimizing disruption to our customers. We are dedicated to continuous improvement and regularly review our processes to enhance our support services.