Support Escalation Matrix
This matrix outlines the escalation process for service-related issues.
All times are in GST (+4, UAE).
| Severity | Issue Examples | Level 1 | Level 2 | Level 3 | Response / Resolution | Contact Method |
|---|---|---|---|---|---|---|
| Low | Billing query, minor config issue | Helpdesk (support@bamboozle.me) | Support Lead (lead@bamboozle.me) | N/A | 4 hrs / 24 hrs | Email / Chat |
| Medium | Slow website, partial outage | Helpdesk | Senior Tech (tech@bamboozle.me) | Operations Manager | 2 hrs / 8 hrs | Email / Chat |
| High | Server down, multiple sites affected | Helpdesk | Network Team (noc@bamboozle.me) | Director of Ops | 1 hr / 4 hrs | Email / Chat |
| Critical | Data center outage, hardware failure | Helpdesk | Network Team | CTO (cto@bamboozle.me) | 30 min / 2 hrs | Email / Chat |
Procedures
- Level 1 - Log issue in ticketing system, attempt basic troubleshooting, notify customer.
- Level 2 - Perform advanced diagnostics such as checking server logs and network latency, escalate if unresolved within timeframe.
- Level 3 - Coordinate with vendors, provide executive oversight.
- Documentation - Update ticket with actions, notify customer at each escalation.
Notes
- Auto-escalation occurs if timeframes are exceeded.
- For vendor delays, Level 3 will liaise with suppliers and update customers.
- Contact support@bamboozle.me for matrix updates or feedback.