Escalations

Introduction

All teams at Zero Latency are committed to delivering high-quality outcomes and customer service. This article explains the escalation pathways.

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On this page:

  The Escalation Pathway

  Client Services

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The Escalation Pathway

If at any point in your interactions with a team are not being met to the desired level of service, please request a formal escalation as per the below chart. For more information, please visit the respective team sections below.

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Client Services

Escalation Pathway

Client Services Team > Client Services Team Lead > Chief Operating Officer (COO) > Chief Executive Officer (CEO).

1. All requests must be emailed to [e-mail]. Log a ticket with the subject Attention: Client Services Team Lead - Ticket Escalation. The Client Services Team Lead will receive and investigate the issue for you.
2. If you are unsatisfied with attempts to rectify the issue, formally request an escalation to the Chief Operating Officer (COO). Log a ticket with the subject Attention: COO - Ticket Escalation.
3. If you are still unsatisfied with all previous attempts to rectify the issue, formally request an escalation to the Chief Executive Officer (CEO). Log a ticket with the subject Attention: CEO - Ticket Escalation.

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Article Keywords/Phrases: 

Escalation
How do I escalate an issue?