To ensure efficient handling of customer issues, the following escalation process has been established. This process can only be initiated after the initial ticket procedure has been followed.
Initial Ticket Procedure
- Customers should raise their issues by submitting a ticket through the standard process. and the support team will address the ticket as part of the normal workflow. For more details see article: Ticket Submission Guide: Navigating Forms, Priorities, and Severities
- If critical items within the ticket are not resolved within the expected response time, customers should follow up directly through the original ticket to request an update.
- If the issue remains unresolved or there is no satisfactory progress after the initial follow-up, please follow Escalation Procedure below.
Escalation Procedure
Customers should escalate the matter by emailing Support Escalation at supportescalation@fabricdata.com.
- The email should include:
- The Ticket Number and Severity of the issue.
- Any additional details, such as communication history or updates relevant to the escalation.
Note: Communication regarding the individual issue must also continue via the original ticket for full visibility and proper history tracking.
Action by Support Team Leads and Management
- The Support Team Lead will Reply All to the customer, acknowledging receipt of the escalation and outlining the next steps.
- The Support Team Lead will:
- Promptly review the escalated ticket and assess its urgency.
- Ensure the issue is addressed as a priority.
- Inform the customer that the ticket is under review and confirm that all subsequent communication will take place via the original ticket
- Periodic summary updates will be provided in reply to the escalation email until resolution.
Resolution Acknowledgment
- Once the escalated issue is resolved, the customer will receive confirmation through the original ticket, including a detailed response of the resolution.
- Additionally, the Team Lead will send a summary email from the escalation address to provide closure.
Important Note
Always include the Ticket Number in all communications to ensure swift and accurate resolution.