Escalation Procedure

Customers retain the option to escalate an ongoing incident if the case's correction time 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

Once it is determined that the restoration time cannot be fulfilled, customers may contact DigitalRoute’s Service Desk Duty Manager.

24x7 Duty Manager TimeZone: 24x7
+46 107 079 112 support@digitalroute.com

2nd Escalation

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

Hafizzy Bin Mhod Shubari Support Manager TimeZone: APAC GMT+8
+46 (0)10-707 90 00 hafizzy.shubari@digitalroute.com

3rd Escalation

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

Kim Hansson Head of Customer Support TimeZone: EMEA GMT / GMT+1

+46 (0)10-707 90 00 kim.hansson@digitalroute.com