Escalation Procedure

Owned by Kim Hansson
Apr 26, 2024
1 min read

Customers retain the option to escalate an ongoing incident if either the correction time of the case exceeds the time limits specified in the SLA or if they are dissatisfied with a proposed solution.

DigitalRoutes escalation paths are as follows:

1st Escalation

Customers may contact DigitalRoute’s Service Desk Duty Manager once it is determined that the restoration time is not possible to fulfil.

2nd Escalation

Customers may contact DigitalRoute’s Support Manager once it is determined that the resolution time exceeds the agreed resolution time.

3rd Escalation

Customers may contact DigitalRoute’s L3 Team lead once it is determined that the resolution time exceeds the agreed resolution time.

4th Escalation

Customers may escalate an issue with DigitalRoute’s Head of Customer Experience once it is determined that the resolution time significantly exceeds the agreed restoration time.