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MarkViewTechnical Support Process - Customer Escalations

Customer Escalations

Please refer to MarkView - Technical Support Process - Elevation to Product Development / Solution Architects for MarkView Elevations and CODs.


Support Web has a structured Escalation Utility, as documented in the  Technical Support Guide - Escalation Process and Incident Resolution section.

Customers are always encouraged to first simply update the incident.  If the update simply requests escalation, the Support Analyst should review the incident with a Senior Support Analyst and Technical Support Management, and take the appropriate action.  Customers should also be directed to use the Escalation Utility as the preferred mechanism for escalating incidents, as this tool alerts all members of Tech Support Management and senior staff, as well as the assigned analyst.

The On Duty Escalation Manager should handle all escalated incidents in a timely manner, taking the appropriate action of:

1) Review the incident details and history

2) Note the incident priority, the age of the incident, the frequency and quality of Support Responses and customer Updates, and the number of escalations.

3) Discuss the case with the assigned analyst.

4) Respond to the customer.

5) Increasing the incident priority and re-assign the incident if necessary.

When the On Duty Escalation Manager has handled the escalation, he should reset the First Unresponded EU Esc to null.  The other escalation fields are for historical reporting and SHOULD NOT be changed.

If a customer contacts a member of Technical Support Management outside of Support Web, via email or phone, the person should follow the above steps per normal escalation management and increment the '# EU Esc' field.  Also, the person should direct the customer to use the Escalation Utility in the future, as the most efficient way to escalate, as this tool:

A) Alerts all members of Technical Support Management and senior staff, one of whom is always assigned to monitor escalations, (avoiding situations where one person is in a meeting or on vacation, and a customer needs to phone or email through a list of contacts)

B) Is tracked in the Support System, as a KPI for Technical Support Performance

 

Attached is a document with some responses sent to customers over the years.

Author:  Shawn Abedi

Created On: 7/31/2019

Based on original CRM article 4610