Escalation Process

Owned by Robert Cox
Last updated: 19 Sept, 2023
2 min read

Introduction to Escalation Process

MazeMap's commitment to customer satisfaction includes ensuring that any concerns are addressed promptly. If you feel your support ticket needs escalated attention, follow these steps in our escalation process for transparency and quick resolution.

 

Further Reading

  • Support Ticket Logging and Resolution Process: To understand how to create and monitor support tickets, refer to our Support Ticket Logging and Resolution Process.

  • Feature Request Process: Interested in suggesting a new feature or enhancement? Check out our Feature Request Process for steps on submitting your ideas.

  • Map Updates Guide: For information on how to request changes or updates to the MazeMap, visit our Map Updates Guide.

Step 1: Understand Initial Support

Your support ticket initially goes to our Customer Success Team. They are trained to handle a wide range of inquiries and issues effectively.

Step 2: Determine if Escalation is Needed

Consider escalation if your issue meets any of these criteria:

  • The issue has a significant impact on your operations.

  • The initial resolution timeframe exceeds expectations.

  • The issue's complexity requires specialised attention.

Step 3: Initiate an Escalation

  • Reply to the existing support ticket.

  • Clearly indicate you're requesting escalation and provide the reasons for it.

  • Use keywords like "Escalation Request" in your note to highlight the urgency.

Step 4: Await Escalation Review

Once we receive your escalation request, our team will assess the situation and determine the next steps.

Step 5: Understand Escalation Management

  • Internal Communication: Our teams will work together internally to address the escalation promptly and comprehensively.

  • Customer Communication: We'll acknowledge your escalation request and provide names and contact details of the team members assigned to your case. All subsequent communication will be through the support ticket for complete documentation.

Step 6: Stay Updated on the Action Plan

  • Investigation: The escalated team will delve deeper into the issue, identifying root causes and potential solutions.

  • Resolution: A comprehensive action plan is created, and you'll be updated about the corrective measures being taken.

Step 7: Receive Regular Updates

MazeMap ensures you are kept in the loop regarding your escalated issue's progress. You'll be informed about actions taken and their outcomes.

Step 8: Close the Issue

Once your issue is satisfactorily resolved, the escalation is considered closed. We also ensure that the resolution details are documented and shared internally for continuous improvement.