Escalation Path Policy SLA

Introduction

This escalation path policy, (“Escalation Path Policy”), outlines the escalation process for resolving customer issues with us. It defines clear paths for escalating Incidents based on severity and complexity, ensuring prompt resolution and accountability across our support team. This document complements the SLA and is referenced within it.

1. Escalation Overview

The escalation process ensures that the appropriate team members address unresolved or complex issues efficiently. Escalation is triggered when:

• An issue cannot be resolved within the initial support interaction.
• The Incident exceeds the expertise or authority of the current support level.
• The issue meets predefined escalation criteria (e.g., Severity 1 Incidents or prolonged resolution times).

2. Support Team Structure

We operate with a small but highly skilled team to manage escalations:

• Customer Success Representatives: Handle basic inquiries and initial troubleshooting.
• Engineers: Address technical issues requiring specialized knowledge.
• Senior Engineers: Manage complex or critical incidents requiring advanced expertise.

3. Escalation Path by Severity Level

Severity 1 (Critical Service Outage)

• Initial Response: Customer Success acknowledges the Incident within 15 minutes and gathers all relevant information.
• Escalation Trigger: If the issue cannot be resolved within 1 hour, it is escalated to an Engineer.
• Resolution Path:

• Engineers begin troubleshooting immediately and provide updates every 30 minutes for the first two hours, then hourly thereafter.
• If additional expertise is required, Senior Engineers are engaged to oversee resolution and ensure progress continues until the issue is resolved.

Severity 2 (Partial Service Outage)

• Initial Response: Customer Success acknowledges the Incident within 2 hours and begins troubleshooting.
• Escalation Trigger: If unresolved by the end of the Business Day, it is escalated to an Engineer.
• Resolution Path:

• Engineers provide daily updates to customers until resolution.
• Senior Engineers may be engaged if the issue persists beyond three Business Days.

Severity 3 & 4 (Low Impact Requests)

• Initial Response: Customer Success acknowledges the request within 4–8 hours during Business Hours.
• Escalation Trigger: Escalation occurs only if complexity increases or if resolution requires advanced technical expertise.
• Resolution Path:

• Engineers handle escalated requests as needed, with updates provided every two Business Days.

4. Communication During Escalations

Throughout the escalation process:

1. Customers will receive regular updates via email or ticketing system.
2. All communication is logged in a ticketing application for transparency.
3. Escalated Incidents are assigned an owner (Engineer or Senior Engineer) to ensure accountability.

5. Roles and Responsibilities

6. Escalation Criteria

Escalations are triggered based on:

• Severity level of the Incident (as defined in the SLA).
• Prolonged resolution times exceeding SLA commitments.
• Complexity requiring advanced technical expertise.

7. Customer Responsibilities

To facilitate smooth escalation:

1. Provide detailed information about the issue when reporting Incidents.
2. Respond promptly to requests for additional clarification or testing.
3. Monitor updates provided by us during the escalation process.

8. Updates to This Policy

This Escalation Path Policy may be updated periodically to reflect changes in our escalation process or team structure. Customers will be notified of any updates via email.

9. Contact Information

For questions about this Escalation Path Policy or to report an Incident requiring escalation, please contact Lets Flo Support at support@letsflo.co.

10. Flexibility Clause

While we strive to resolve all Incidents promptly, some escalations may require extended timelines due to their complexity or dependencies on external factors.