Useful Contacts & Escalation Paths
Knowing who to contact — and when — saves time and gets issues resolved faster. This article maps out the key contacts at Progressive Robot and the right escalation path for different situations.
Your Named Contacts
All contact details are stored in your portal under My Account → Contacts. Your core team typically includes:
- Project Manager (PM): Day-to-day delivery, milestone updates, feedback, bugs during development
- Account Manager (AM): Commercial matters, contract queries, escalations, new requirements
- Support Team: Post-delivery bugs, helpdesk tickets, managed services monitoring
Escalation Path
- Level 1: Raise a support ticket or contact your PM directly via the portal
- Level 2: If unresolved or urgent — contact your Account Manager
- Level 3: If still unresolved — request escalation to our Head of Delivery or Managing Director via your Account Manager
For Urgent (P1) Issues
Do not use email alone. Call your support line AND raise a portal ticket. Your PM or on-call engineer will respond within 30 minutes for confirmed P1 incidents.
Billing & Invoice Queries
Contact your Account Manager or email our accounts team. Do not raise billing queries through the support ticket system as this delays both the query and other support requests.
General Enquiries
For general questions about services, proposals, or anything not related to an active project, contact your Account Manager or use the chat on our website at progressiverobot.co.uk.