The escalation matrix is organised into four distinct levels, each representing a step in the process of addressing your issue:
Description: This is the first point of contact for any issues you encounter. Account Executive is trained to handle common queries and basic troubleshooting.
Action: If you have an issue, please reach out to your Account Executive via email or phone or WhatsApp.
Description: If your issue is not resolved at Level 1, it will be escalated to Technical and Expert Support. This team combines the expertise of both Technical Support for more complex technical problems and Expert Support for highly specialized issues requiring advanced knowledge.
Action: The Account Executive will escalate your ticket to the L2 level for further assistance, ensuring that the right specialists are involved in finding a solution. At this level, most issues are resolved.
Description: When an issue requires changes to the software or product, it will be escalated to the Development or Engineering team. They are responsible for making modifications and enhancements.
Action: Expert Support will liaise with Development/Engineering to find a solution for your issue.
Description: If an issue remains unresolved after all previous levels have been exhausted, it will be escalated to Management or Executive Support. This level addresses critical issues that may impact business operations or customer satisfaction.
Action: The Development/Engineering team will escalate the matter to Management for final resolution.
At Deepvue, we strive to provide exceptional support and resolve any issues you may experience. Our escalation matrix makes sure you address your concerns efficiently and effectively. If you have any questions about this process, please write to support@deepvue.tech
