What is the escalation procedure if there is no timely response or resolution?

What is the escalation procedure if there is no timely response or resolution?

The edsembli Support Team prioritizes issues based on the severity specified when the issue was raised. If there is no response or resolution provided to the ticket within the timelines and require escalation, than below outlines the escalation process:

1st Escalation

• Call 1-800-265-3482 to schedule a meeting with the agent assigned to your ticket.

2nd Escalation

• If the ticket requires further escalation, the customer can call 1-800-265-3482 and request a Level 3 Support Escalation to Application Support Manager
  • Please ensure all details are included in the ticket
  • Once the escalation request has been received, Management will respond to the request within a 2 hour window with a resolution plan for the associated ticket.

3rd Escalation

• If the customer is not satisfied with the Level 3 Support escalation, the customer can call 1-800-265-3482 and request a Level 4 Support escalation to Senior Director Client Management Services.
  • Please ensure all details are included in the ticket.
  • Once the escalation request has been received, Senior Management will respond wo the request within a 2 hour window with a resolution plan for the associated ticket.