Escalation Process Overview
The following diagram illustrates the escalation process:
Note: The ‘Escalate Case’ button will display after a specific amount of time has passed since opening the case. Please refer to the ‘When can I escalate a case?’ section below for more information.
What is the difference between a Case Escalation and a Case’s Severity Level?
Your case severity level (e.g. S1 or S2) helps Paytronix Support prioritize working on cases appropriately based on impact.
Where your case severity level indicates how Paytronix prioritizes your case daily, a request to escalate your case is your ability to raise a flag to something you believe requires a response that cannot be handled or resolved via our normal process.
The severity level of your case should always appropriately match your impact but if the impact on your business has increased, simply update your case with a request to increase your case’s severity level.
If your business impact has significantly changed and/or you need to contact someone else in addition to the assigned support specialist to discuss the case or Paytronix is not meeting your expectations, you can escalate your case.
When to Request an Escalation?
A request to escalate a support case can be submitted if Paytronix is not meeting your expectations or your circumstances have changed and you now need a prompt update on your case from someone other than the support representative assigned. Note: You will only have the ability to escalate a case once.
Please use the examples below to understand better when and when not to escalate.
An Escalation | Not an Escalation |
The business impact has significantly changed and need to contact someone else in addition to the assigned support representative to discuss the case. | You need an update to your support case but nothing else has changed. Please post an update in the case. |
The expected quality of service from Paytronix has not met expectations. | Requesting an exception to the normal processes. We will be actively working on your issue and if you need to request an update or provide new or additional information, please post an update in your case. |
The issue significantly inhibits your ability to use the product and there are no clear next steps or progress is significantly slow. | Trying to request an escalation for an issue that is unrelated to the case from which the escalation is being requested. Please only escalate the case that is related to your escalation. This will avoid any confusion. |
You have requested updates several times and have not received a response. | The business impact or go live date has changed but is something that can be managed and tracked with the Support Representative assigned to the case. If you need to request an increase in the case severity please post an update in your case. |
When Can I Escalate a Case?
The Escalate Case button will display based on the time that has passed since the case was created and the case’s severity level. Below is a chart outlining the criteria.
Case Severity Level | Escalate Case Visibility |
S1 - Critical | 1 Hour |
S2 - Urgent | 1 Hour |
S3 - High | 24 Hours |
S4 - Medium | 24 Hours |
S5 - Low | 48 Hours |
What are the things to keep in mind when escalating a case?
A response time cannot be guaranteed, however, the initial response will typically be within 24 hours.
At this time it is not possible to reverse an escalation once a case has been escalated. You can only escalate a case once.
An escalation will not automatically mean your case can be resolved faster, but it will ensure you are connected with a Support Manager to ensure we understand your escalation and align on the next steps for your case.
A Support Manager will use the contact details as captured in your support case. If you need to provide different contact details, please add them on the ‘Case Escalation Request Form’ or add a case comment to alert the Support Manager.
How to Escalate a Case?
To request a case escalation:
1. Go to Manage Cases (Main Menu > My Cases > Manage Cases) and click on the case you want to escalate.
2. At the bottom of your case you should see an Escalate Case area. Click the Escalate Case button.
If you see a Tell Us How We Did area, it means your case is not yet eligible for escalation.
After clicking Escalate Case, the following form will appear:
4. In the Reason for Escalation field, select the reason that best matches why you are escalating the case.
Lack of Support Communications/Response - For example, you have requested updates several times but have not had a response.
Business Impact Increase/Approaching Deadline - For example, the business impact has significantly changed or approaching the go live date/deadline and you need to contact someone else in addition to the assigned support representative to discuss the case.
Management Escalation Request - For example, Paytronix has not met expectations in terms of quality of service.
5. In the Escalation Commentsadd details of your need to escalate, providing an insight into changes to your business impact and/or where you believe Paytronix has not been able to meet your expectations. Please also include a change in contact details (if different from the original case creator) as well as your current working hours in order for us to expedite your escalation request.
6. Click Submit Request. Once submitted you should see the following and appropriate Paytronix Support Representatives will be alerted.
If you click OK you will see this message: