Escalation Management Process

Purpose

Escalation management aims to provide the customer with a unified, systematic, and easy way to submit hierarchical escalations on active tickets submitted to SoftwareOne.

Objective

Escalation management allows the technical support team to identify, track, monitor, and manage situations that require increased awareness and swift action. The severity of the issue will determine how and to whom will be involved in resolving the escalation. Once an escalation has been submitted, your Service Delivery Manager will be notified and involved in the escalation lifecycle.

Guidelines

1. The customer shall initiate an escalation if:

   1. They are not satisfied with the Service provided or;

   2. They are not satisfied with the handling of the ticket or;

   3. The response is not provided, as per the defined Service Level Agreement.

2. All parties shall provide as much relevant information as possible regarding the escalation submitted.

3. An escalation to the next level can only be initiated if the first level escalation is done or, at a minimum, the first level is informed of the escalation.

4. Escalation will only be evoked after acceptance by both parties.

5. Both parties shall agree upon the resolution of an escalation.

An escalation may be invalid if they do not meet these guidelines. For example, a request to increase the priority of a ticket is not a proper use of an escalation.

Channels

The channels for submitting an escalation are:

1. SoftwareOne’s Service Management Console

   1. Landing Portal - Raise Service Quality Issue Form

   2. Active Ticket - Escalation Button

2. Email - escalation@softwareone.com

Please note that raising an escalation via the SoftwareOne’s Service Management Console is not currently available through the Cloud Management Portal

How to submit an escalation via SoftwareOne’s Service Management Console

To complete the Raise Escalation Form

1. Go to SoftwareOne’s Service Management Console.

2. Click the Login button, and log into the Service Management Console using the credentials provided during onboarding.

3. Click on Raise Service Quality Issue in the top right-hand corner.
   

   

   1. Select the Ticket Number from the list for which you want to raise an escalation.

   2. Enter details of the escalation in the Short Description and Description fields.

   3. Add attachments if needed, and click Submit.

To raise an escalation for a ticket

1. Go to SoftwareOne’s Service Management Console.

2. Click the Login button, and log into the Service Management Console using the credentials provided during onboarding.

3. Click on My Tickets.

4. Select the ticket you would like to raise an escalation for.
   

   

   1. Add your comments in the Comments box and click Escalate.

   2. You may also add attachments, wherever needed, in the attachment section.

Escalation Matrix

An escalation may continue up the management layers depending on the response time or severity of the issue.

• The first level of escalation is Level 1 (Service Line Team Leads).

• If the escalation has not been responded to within one hour or the Service Line Team Leads cannot resolve it, it shall move to Level 2 (xDC Leads).

• If the escalation has not been responded to within 1.5 hours of the original submission or the xDC Leads cannot resolve it, then it shall move to Level 3 (Customer Service Delivery Leader).