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Escalation Process

  • Updated

Escalation Requirements

If a support customer requests escalation to Microsoft (L3), the assigned Engineer must ensure that they have performed L1/ L2 troubleshooting. The assigned Engineer will capture steps performed with outcome, logs and screenshots (if any) to identify the requirements for further troubleshooting.  

  1. If L1/L2 troubleshooting has not been completed, our support Engineer will work with the support customer to provide troubleshooting steps or collaborate through remote-screen-sharing session.
  2. Once L1/L2 troubleshooting has been completed, a Team Leader will review the findings and suggest additional troubleshooting steps or approve escalation to Microsoft Support (L3).
  3. The Team Leader will document escalation approval notes in our ITSM system.

 

Technical Escalation

Support customers may request escalation from L1 to L2 to Subject Matter Expert, Team Leader or Team Manager. Escalation requests should be submitted via the existing support ticket. Team Leader and Team Manager contact information may be located in the assigned Engineers email signature. If needed, the assigned Engineer will request additional assistance to support the escalation request.

  1. The assigned Engineer will engage the requested escalation resource and review the details of the technical case as well as the escalation request.
  2. The escalation resource will join the active communication channel(s) and engage with the support customer to assist in resolution of the request.


Leadership Escalation

Post escalation with the assigned Engineers Team Leader and Team Manager, if support customer requests escalation to additional support leadership, the assigned Engineer, Team Leader and Team Manager will prepare case details for additional leadership review.

  1. Support leadership will review details of the current case as well as case history and meet internally with our support team to develop a full scope of the issue.
  2. Support leadership will typically meet with the internal and external stakeholders related to the support customer to discuss the issue and work towards a resolution.