Customer can follow Escalation matrix as mentioned bellow if there is no response from customer service representative:
|
|
Silver
|
Gold
|
Platinum
|
|
N
|
H
|
C
|
N
|
H
|
C
|
N
|
H
|
C
|
|
Technical Support
|
3 to 6 Days
|
2 to 3 Days
|
8 to 16 Hours
|
2 to 5 Days
|
1 to 2 Days
|
4 to 8 Hours
|
0 to 3 Days
|
0 to 2 Days
|
0 to 6 Hours
|
|
Support Manager
|
From 7 to 9 Days
|
From 3 to 5 Days
|
From 16 to 24 Hours
|
From 5 to 7 Days
|
From 2 to 4 Days
|
From 8 to 16 Hours
|
From 3 to 5 Days
|
From 2 to 4 Days
|
From 6 to 12 Hours
|
|
Technical /
Account Manager
|
From 9 to 10 Days
|
From 5 to 7 Days
|
From 24 to 32 Hours
|
From 7 to 9 Days
|
From 4 to 6 Days
|
From 16 to 24 Hours
|
From 5 to 7 Days
|
From 4 to 6 Days
|
From 12 to 18 Hours
|
|
Regional Manager
|
After 10 Days
|
After 7 Days
|
After 32 Hours
|
After 9 Days
|
After 6 Days
|
After 24 Hours
|
After 7 Days
|
After 6 Days
|
After 18 Hours
|
*N: Normal | H: High |C: Critical.