Escalations
Management escalations
A direct channel to management for existing clients when the normal support or project-contact process has not resolved a matter.
Scope
When to use this channel
- Unresolved existing-client matters. An issue raised through support or your project contact that has not reached an acceptable resolution.
- Urgent contractual concerns. Questions about obligations, deliverables, invoicing, or terms under an existing agreement.
- Service issues not resolved through standard support. Repeated problems, or a request that has stalled without explanation.
- Formal management review. A request for management to review the handling of a project or a service matter.
Before you write
Please use the escalation channel only after attempting to resolve the matter through the normal support or project-contact process. Include your company name, project or account reference, a concise description of the issue, previous communications, and the resolution requested. Do not include passwords, access credentials, payment-card information, or other sensitive data.
What happens next
Escalations are reviewed by management alongside the record of previous communications. You may be asked for additional detail. Where a matter involves an existing agreement, the terms of that agreement govern how it is handled.
Where to go instead
For a first-time technical issue or maintenance request, use the support page. For new project inquiries, use the contact page. Those channels reach the right people faster.