How to Escalate a Support Request.

Our support team always works to ensure that the appropriate resources and level of focus are applied to your request to ensure a timely resolution. If you are not satisfied with the progress of your support request, however, you can request an escalation. By invoking the escalation process, additional levels of management attention, procedure reinforcement and resource prioritization are brought to bear on resolving your support request.

When and how do I escalate a support request?

You can escalate a support request at any time either by speaking directly with the technician assigned or by requesting to speak with a Customer Support Engineer.

• Your production system goes down during an upgrade or other implementation.
• You need to communicate a critical business impact to Support Management.
• You are dissatisfied with the responsiveness to or resolution of a support request

The escalation process is especially appropriate in the following situations:

We highly recommend that you contact Our Support by telephone or email for escalations. This will ensure that your request is directed to the appropriate resources as soon as possible to achieve a successful resolution.

What steps do I take to escalate?

First, please review the details of your support request and verify the following facts:

• Is the problem statement correct?
• Does the support request accurately describe the business impact?
• If there is a workaround, is it impractical or inappropriate?Is there a critical milestone date identified in the support request?

Once you have completed this review, contact the assigned technician for your support request.

What happens once I request an escalation?

Once an escalation request has been made, the appropriate our customer support engineer will evaluate the situation and determine the appropriate resources to assign and/or process correction to make. An Customer Support Engineer specializing in the type of situation being experienced will be assigned as the primary point of contact for the issue and will coordinate with all parties involved to ensure an expedited resolution. Our Customer Support Engineer will set up a conference call with the appropriate parties to begin outlining the action plan and troubleshooting the situation.

Our Customer Support Engineer is made aware of all escalations and their current status on a daily basis. Our Customer Support Engineer will work to ensure that the appropriate resources, communication and action plans are in place to expedite resolution.

How often can I expect updates on an escalation?

As the escalation is initiated, the assigned Customer Support Engineer will work with you to determine a communication plan that fits your needs. Agreements will be made on communication mode (email, phone call, conference call), frequency, and required attendees for all updates. If required, Our Customer Support Engineer will attend any scheduled conference calls to ensure satisfaction with the current progress.

How do I de-escalate a support request?

Once the support request is back on track and making acceptable progress toward resolution, it can be de-escalated. Before the support request is de-escalated, Our Customer Support Engineer will complete the following tasks:

• Confirm that the action plan is acceptable.
• Ensure that the troubleshooting or root cause analysis process is on track.
• Document in the support request your agreement to de-escalate the service request.

What is a Knowledge Base ?

A knowledge base is a self-serve online library that is easily accessible to any user that is looking to get more information to any questions or problems that they may have.

What is an SLA ?

An SLA or Service Level Agreement a set of commitments agreed between a service provider and a customer. Aspects of this agreement can include quality, availability, responsibilities etc. Any deviance from these agreed upon commitments can result in the service provider paying a penalty (monetary or otherwise) to the customer.

What is Managed Services ?

Managed services is the proactive practice of outsourcing IT management responsibilities and functions. By taking a proactive stance with your network security, systems, and application patching, and by employing comprehensive backup and recovery services. Our Managed Services provides businesses with 24-hour monitoring to immediately identify and correct potential issues as well as to provide remote and onsite maintenance and support.

What are the benefits of Managed Services ?

One of the biggest benefits of managed IT services is the cost savings that businesses experience by making business IT support costs more predictable and manageable. A managed service approach will also provide businesses with comprehensive security, customized backup and recovery solutions, and state-of-the-art cloud storage and hosting.

How long is a Managed Service contract for ?

If we are managing your day-to-day IT operations, we draft up monthly service level agreements (SLAs) with our clients. If we are working on a specific, short-term project – then we the contract will cover the time it requires us to complete the project.

We have multiple sites, Do you have experience of dealing with this ?

Yes we have a number of clients that operate across multiple sites.

Do you provide after-hours emergency support ?

Yes,  Our hours are 24/7/365 for coverage, monitoring, and management of all client IT systems. User help desk hours are 8 am-6 pm, Monday – Friday.

We also have customized plans for companies that require user support outside of standard business hours.

How can we keep track of tickets or issues ?

Using our intuitive web portal, you can see the problems and service requests we currently are dealing with, issues you’ve had in the past as well as comprehensive reporting on your environment and services.

How are you different ?

We selectively partners with growing organizations that like applying strategy and budgets to a proven IT process based on standards and best practices – to improve performance and lower risk.

We create and maintain powerful, quiet, and secure IT systems by actively engaging and advising our clients in regularly scheduled Strategic Business Reviews.

How long are your agreements ?

Our agreements are typically 12 months in duration.