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Support cases are automatically escalated based on ticket lifespan. See Service assurance for more details.

Service issues for project delivery, technical support and change management are to be dealt with using the following escalation path.

Escalations can be performed either over the phone or via email.

Category Descriptions Projects Technical
Level 3 Sustained low performance
Unresolved difficulties
Issues impacting contract
Unresolved Level 2 issues
Head of Operations
Head of Portfolio
Head of Global Infrastructure
Head of Portfolio
Level 2 Falling performance
Non-action on items
Recurring issues
Quality & productivity issues
Unresolved Level 1 issues
Head of Operations
Project Manager
Technical Team Lead
Senior Engineer (Infrastructure/DevOps)
Level 1 Issues
Process deviations
Task request prioritisation
Initial report of service & quality issues
Project Manager
Project Team
TechOps Engineer
Support Team

Last update: April 4, 2023