Support

Escalation Procedures and Contact Details

As soon as a fault has been reported to the appropriate carrier via Matrix Communications 24/7, a Service Level Agreement (SLA) is invoked. The SLA sets out a number of key time nodes which identify how far along the route to resolution any fault should be.

Rather than have a generic service level agreement, SLAs are specific to each carrier who in turn operate a separate SLA for each of the products in their range. Matrix Communications 24/7 operates to the appropriate carrier SLA for the product the fault is reported on, without adding any additional time.

As the time nodes identified in the relevant carrier SLA are reached the progress of the fault is examined. If the fault has not progressed to the stage set out in the SLA, the appropriate level of Matrix Communications 24/7 management is made aware. Appropriate action is then taken; determined by the time line of the SLA for the respective fault. If it is felt that the fault needs to be escalated, communication will occur with the appropriate peer in the carrier. This ensures the maximum level of attention and emphasis is given to any fault.

If the customer were to feel that escalation was required outside of the timelines defined in the SLA agreement, a request could be made to the Matrix Communications 24/7 front desk to do so. Likewise if Matrix Communications 24/7 staff were to feel that circumstances warrant escalation outside of the prescribed carrier guidelines a request for escalation would be made to the carrier.

Matrix Communications 24/7 continuously monitors every fault to ensure that the required proactive calls are made at the appropriate times.

As Matrix Communications 24/7 operates twenty-four hours a day, and due to the dynamic implementation of staffing, it is not possible to provide fixed contact numbers for escalation managers. A request for contact with an appropriate escalation manager should be passed through the front desk. The relevant escalation manager will then contact the customer directly to discuss progress and any concerns they may have.