Sample Service Request Escalation Procedure

The following is an example of a service escalation procedure that we use and tailor to meet the needs of our customers. The purpose of the procedure is to allow technical support staff with broad knowledge to identify what the problem is and identify the resources best suited to handle the problem. The service technician assigned to the ticket has an obligation to resolve the issue quickly and not “grind away” at the issue adding unnecessary costs. If they need to escalate the issue to a senior level tech, then this should occur within the prescribed time frame. If our technicians are unable to solve the problem within the time frames, then we will engage the vendor.

Service Request Escalation Procedure

1. Support Request is Received

2. Trouble Ticket is Created

3. Issue is Identified and documented in Help Desk system

4. Issue is qualified to determine if it can be resolved through Tier 1 Support

If issue can be resolved through Tier 1 Support:

5. Level 1 Resolution – issue is worked to successful resolution

6. Quality Control –Issue is verified to be resolved to Client’s satisfaction

7. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system

If issue cannot be resolved through Tier 1 Support:

6. Issue is escalated to Tier 2 Support

7. Issue is qualified to determine if it can be resolved by Tier 2 Support

If issue can be resolved through Tier 2 Support:

8. Level 2 Resolution – issue is worked to successful resolution

9. Quality Control –Issue is verified to be resolved to Client’s satisfaction

10. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system

If issue cannot be resolved through Tier 2 Support:

9. Issue is escalated to Tier 3 Support

10. Issue is qualified to determine if it can be resolved through Tier 3 Support

If issue can be resolved through Tier 3 Support:

11. Level 3 Resolution – issue is worked to successful resolution

12. Quality Control –Issue is verified to be resolved to Client’s satisfaction

13. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system

If issue cannot be resolved through Tier 3 Support:

12. Issue is escalated to Onsite Support

13. Issue is qualified to determine if it can be resolved through Onsite Support

If issue can be resolved through Onsite Support:

14. Onsite Resolution – issue is worked to successful resolution

15. Quality Control –Issue is verified to be resolved to Client’s satisfaction

16. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system

If issue cannot be resolved through Onsite Support:

I.T. Manager Decision Point – request is updated with complete details of all activity performed

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