Introduction

If you experience any issue or problem with any of the services we provide you then there is a clear Escalation Process you can follow to get the help you need and to resolve the issue as quickly as possible. We’ve designed the process based on feedback from our customers. We always strive to listen to what you have to say and to act on suggestions that we think will make a difference. This process has recently been reviewed and updated and is, we hope, even more effective. We manage escalations through our Customer Service Centre (CSC) and that means you have a single point of contact with us to make communication simple and easy. Staff at the CSC will ensure that the right people are put to work to resolve the issue. That will be done at the right level of escalation depending on what level you have requested, and according to set escalation timescales. We will set a timeframe within which your calls must be returned by us to you, and we will work to ensure that this meets your expectations. We will also agree on the frequency with which you will be given updates. The CSC provides you with support in English language.

The process I need help, what do I do? If we have failed to meet the requirements or standards that have been set out with us, then you need to call the CSC by telephone. We prefer call, over email for this. The different types of Escalation are:

Service Related which can occur for the service provided to you, if issue gets repeated.

Orders, Billing and customer service issues that cover new, changed or ceased orders for any service, as well as billing and general customer service enquiries.

In the case of any service fault you will need to contact us. It’s important that you, as the person requesting the escalation, and our employee who receives it, are clear about how to ensure the effective management of that escalation. There are 3 escalation levels:

• Level 0: This initiates the escalation, and it always applies to the helpdesk that relates to the particular issue; it could be the CSC or our CMS Helpdesk.
• Level 1: Generally the team leader or team senior who is responsible for the relevant area.
• Level 2: Generally the manager who is responsible for the relevant area.
• Level 3: A senior manager for Escalation team who is responsible for the relevant area.

What happens when you call us

So, you’ve called the CSC, explained the issue, agreed the escalation process and who is responsible for it, and then begun the process from Level 0. Now, you need to understand the time frames involved. There are set times at which we move from one level to another: that are detailed at the Escalation Process.

When you raise an escalation we have minimum requirements that you need to provide:

If the issue relates to Orders, then we need the Customer ID, work item number or service/ circuit reference If there is a problem with billing, then also we need the Customer ID, including the name and contact details of the person that we need to communicate with and provide updates to. What happens then?

The problem should be resolved as quickly as possible, but if it is not, then you are entitled to move through the escalation levels until you get a satisfactory resolution. Following the escalation request and in the case you require, the CSC will call back.

Disclaimer

Techsage It solutions is an Independent Service provider, you may if you want to contact the respective company directly for which you are seeking support from Techsage It solutions . Techsage It solutions provides online remote technical support for laptops and Desktops. Techsage It solutions is not affiliated with any Manufacturers or third party companies unless we expressly not show our relation with them. To use specific warranties on your product please contact product manufacturers. Techsage It solutions technicians are certified by Techsage It solutions however we do not hold such certification from third party companies. The use of third party companies trademarks , brand names or logos are only for informational purpose that we provide support for such brand however Techsage It solutions do not endorse or vice versa. Techsage It solutions do not promote any trademark or brand name. All company logo and Company name mentioned on the website are for display purpose only. We are not affiliated nor a part of the Any brands or Manufactures. Techsage It solutions is as independent service provider for all leading brands.

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