How to Escalate a Support Issue
Most support tickets are resolved through normal channels. But when something is not progressing as it should, here is how to escalate.
When Should You Escalate?
Consider escalating if:
- A ticket has missed its SLA response or resolution target
- A P1 or P2 issue is not being resolved at the expected pace
- You feel the severity of an issue is not being taken seriously
- The same issue has recurred multiple times
- The impact on your business is growing while the issue remains open
Escalation Path
- Level 1 — Reply to the ticket: Add an escalation note to the existing ticket, clearly stating your concern about the current pace or priority. This flags the ticket for senior team review.
- Level 2 — Contact your Project Manager directly: If the ticket update doesn't produce results within your SLA window, call or message your PM directly. Provide the ticket number.
- Level 3 — Contact your Account Manager: If you have escalated to the PM and still not received satisfactory action, contact your Account Manager. They have authority to mobilise additional resources and will treat this as a management-level concern.
- Level 4 — Formal complaint: If all other channels have failed, you may submit a formal complaint in writing to your Account Manager, addressed to our Managing Director. We will acknowledge within 24 hours and provide a resolution plan within 3 business days.
What Escalation Is Not
Escalation is for genuine support failures, not for accelerating new feature requests or demanding faster delivery of change requests. Using escalation channels for routine requests reduces their effectiveness for genuine emergencies.