Overview
At Aptem we are committed to delivering excellent service and timely resolutions to all customer inquiries and have defined Severity Definitions and Service Levels, which we use to support how we do this.
Occasionally, challenges may arise that require additional attention. This escalation process is designed for situations where customers feel that a support ticket is not progressing as expected.
Customer Support escalation process
We recommend initially attempting to resolve the issue through our regular support channels. Allow our support team reasonable time to resolve the issue and should these efforts not lead to a satisfactory outcome, and you believe that your support request is not progressing as it should, initiating a formal escalation can ensure your concerns are addressed.
Initiation of an Escalation
Customers should escalate by sending an email to our Escalation Manager at escalations@aptem.co.uk
This email should include the following information:
- Support Ticket Reference Number.
- A brief description of the issue.
- The urgency of the issue at hand, as well as its impact on your business.
- The reason for your escalation request.
What to expect when raising an Escalation
Once your escalation request is received, you can expect:
- An acknowledgment of your escalation from our Escalation Manager within 4 business hours.
- Direct communication from our Escalation Manager regarding the next steps.
- Our Escalation Manager will oversee your case, working collaboratively with our support and technical teams to prioritize and resolve your issue.
- Upon resolution, you will receive detailed communication outlining the actions taken and the final outcome. We welcome your feedback to help us continually improve our processes and service delivery.
Appealing the Escalation outcome
If you are dissatisfied with the way an escalation has been handled, you may raise a formal complaint by sending an email to complaints@aptem.co.uk