Escalations

Escalation contact list effective January 2022

Escalations should only occur if the communicated Target Date has been exceeded.

Helpful guidelines

1. Ensure a Ticket has been opened
2. Be descriptive.  How can Support replicate the issue? How is it impacting your business? 
3. Escalate up, not down (Level 1, 2, 3, 4, 5).   
4. Each escalation level must have the opportunity to address the ticket before the next level is engaged.   Failure to follow this process will slow down the escalation process and cause delays in resolution.
5. For out-of-service situations, make sure to follow up the ticket with a call 
6. One Voice Support does not proactively monitor email or the ticketing system portal outside of business hours

Contacts