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.

How to raise a Service Quality issue

The channels for submitting an escalation are:

1. Portal : https://portal.softwareone.cloud

   1. For more information, check How to.. Raise a Service Quality issue on the Services Portal

2. Email : escalation@softwareone.com

After raising an issue you will receive a dedicated Service Quality ticket which will start, and track, the escalation process.

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).