1. Introduction
1.1 The Escalation Matrix is designed to ensure timely and effective resolution of issues, concerns, or disputes that may arise during the provision of services by DAPL. This matrix outlines the hierarchy and procedures for escalating matters that cannot be resolved at the initial level of contact.
2. Levels of Escalation
2.1 The escalation process is divided into multiple levels, with each level representing a higher degree of authority and responsibility. The levels are as follows:
- Level 1: Initial Point of contact from respective departments/POC
- Level 2: Project Manager/Team Lead
- Level 3: Department Head/Service Delivery Manager
- Level 4: Senior Management/Executive Team
3. Escalation Procedure
3.1 The following steps outline the procedure for escalating an issue:
Level 1: Â Initial Point of contact from respective departments/POC
3.1.1 Contact the Support Team or POC or the primary point of contact for your project/service. 3.1.2 Provide detailed information about the issue, including relevant documentation and any steps already taken to resolve it. 3.1.3 The Support Team will acknowledge the issue within 48 hours and aim to resolve it within 3-4 business days.
Level 2: Project Manager/Team Lead
3.2.1 If the issue is not resolved at Level 1, escalate it to the Project Manager or Team Lead. 3.2.2 Provide a summary of the issue, actions taken, and responses received from Level 1. 3.2.3 The Project Manager/Team Lead will review the issue and provide a resolution within 3-5 business days.
Level 3: Department Head/Service Delivery Manager
3.3.1 If the issue remains unresolved at Level 2, escalate it to the Department Head or Service Delivery Manager. 3.3.2 Provide all relevant information, including communications and actions from Levels 1 and 2. 3.3.3 The Department Head/Service Delivery Manager will investigate the issue and aim to resolve it within 5-7 business days.
Level 4: Senior Management/Executive Team
3.4.1 If the issue is still unresolved at Level 3, escalate it to Senior Management or the Executive Team. 3.4.2 Provide a comprehensive report of the issue, including all previous communications and attempted resolutions. 3.4.3 Senior Management will review the issue and provide a final resolution within 7-10 business days.
4. Contact Information
Level 1: Initial Contact/Support Team
- Email: support@digitalaptech.com
Level 2: Project Manager/Team Lead
- Email: pm@digitalaptech.com
Level 3: Department Head/Service Delivery Manager
- Email: rajat@digitalaptech.com
Level 4: Senior Management/Executive Team
Email: process@digitalaptech.com
5. General Guidelines
5.1 Ensure all escalations are documented, including the date and time of escalation, the person responsible for handling the escalation, and the resolution provided.
5.2 Maintain clear and open communication throughout the escalation process to ensure timely updates and resolution.
5.3 Follow up on escalated issues until they are resolved to the satisfaction of all parties involved.
5.4 Use the escalation process responsibly and only when necessary, after reasonable efforts to resolve the issue at the current level have been exhausted.
6. Conclusion
6.1 The Escalation Matrix is designed to ensure that issues are resolved efficiently and effectively, maintaining a high level of service quality and customer satisfaction.
6.2 For any further assistance or clarification regarding the escalation process, please contact us at contact@digitalaptech.com
