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Escalation Methods and FAQs
Benefits of Issue Escalation
The process of escalation helps to identify the intensity of your issues. By escalating a issue, you are ensured of:
- Rapid problem resolution
- Minimal downtime
- Improved communication
- Record of resolution archives etc.
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| Service Desks |
| To provide you with the best support solution, the following Service Desks are established:
Call Recording Service Desk: Our Unskilled or Call Recording Service Desk personnel record the users' call, describe it in general terms, and then route the call to the concerned department. Our this team is
efficient in incident recording, with long response times.
Skilled or Problem Solving Service Desk: The personnel of Skilled or Problem Solving Service Desks have the required
technical skills to handle users' complaints about incidents. Our this team
resolve incidents by using documented or previously recorded solutions. Only
the unresolved incidents are routed to specialist support teams for incident
resolution.
Expert Service Desk: Our Expert Service Desk includes personnel with specialist knowledge of the entire IT
infrastructure. So, we can assure all our users of our expertise to resolve most incidents effectively and efficiently.
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| Communication Methods |
The following communication methods are available to obtain assistance from us
for a technical issue.
- Telephone Support: 977-1-4487099
- Web Support: Secure support site to create tickets, check status, and
attain resolutions. Web generated tickets are the most effective method of
communications, but telephone calls are welcome.
Web Support Page
- Email Support: Support Email (support@iidnetwork.net)
Please provide the following information when contacting us with a technical issue.
- Your Name, Organization and Contact details
- Device/Service for which you want support
- Technical issue description
- Any recent changes made to the network/device/service
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When should an escalation be initiated? |
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For customers and partners who hold a valid support services contract,
an escalation may be initiated when, after working through our standard
support processes and with our teams, you are not satisfied with the
level or timeliness of service you have received. Additionally, an
escalation should be initiated when there is tangible impact to your
production environment, or there is high risk to the business operations.
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What is the process for escalating my case? |
| The entry point into escalation process is through
our local Technical Support Center. When connected, provide any relevant
case numbers, if available, to help us quickly identify the case owners.
Advise our respondent of the situation including what actions you feel
are required from us, production dates or deadlines that may be adversely
affected, and any other anticipated business impact if the case is not
promptly resolved. Our respondent is empowered to make a judgment on next
steps. If the problem can be solved easily and by a single management
action, s/he will typically take direct responsibility for resolving the
issue.
However, if the situation is complex and has the possibility of a severe
business impact, our respondent can assign the issue as per our escalation
procedure. The assigned team-member will assume ownership of the problem
and become your management point of contact during the escalated condition.
He/she has access to our dedicated team of expert escalation leaders
who are empowered to maintain the momentum of resolving the case. These
leaders will, where appropriate, engage the right executives. |
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What can I expect during an escalated status? |
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You and our team-member will collaborate and develop a communication
plan. As needed, a technical plan of action will be co-developed to
ensure resolution of the technical issue. Our team-member will update and inform
our internal stakeholders, including your account team and our executives, of case progress.
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What criteria do you use for closing my escalation? |
An escalation will be considered closed if it meets one or more of the
following requirements:
- The initially agreed upon objectives have been achieved
- A satisfactory monitoring period has elapsed without problem
recurrence
- The escalation has been reviewed and agreement reached to
downgrade the case severity level
- You have agreed that the issue is resolved
- A mutually accountable decision has been made that the issue
cannot or will not be resolved and this has been communicated to all
parties
As part of our continuous improvement process, your escalation will
be documented and reviewed to help us determine the steps that led up to
the escalation and how recurrence can be eliminated. If you have any
concerns about how your situation is managed, please contact the
asigned.
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| Support Services |
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| 8x5 Call Center Help Desk
Call us to our dedicated helpdesk to register your
issues.
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| Escalation and Assessment |
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| Escalation Methods and FAQs
The process of escalation helps to identify the intensity
of your issues. By escalating a issue, you are ensured of...
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Why Network Assessment ?
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