Escalation Policy
OnSite's escalation policies ensure that your critical issue receives the attention they deserve. We measure our response time, notify key management of the status of unresolved calls or emails, and escalate problems to the right engineers and support personnel, all to ensure your satisfaction. The matrix below defines priority as well as the escalation guidelines that OnSite follows when addressing technical support problems reported by our customers.
A support call/email priority can have one of three possible levels:
- Network Down – System or subnetwork is down or not functioning near acceptable quality levels. Customer is at risk of losing major business due to the current network impairment. Customer and OnSite are willing to commit dedicated resources around the clock until the issue is resolved or downgraded.
- Major Service Impact – Major service interruption or loss of functionality. Customer feels this issue should be addressed as soon as possible, possible loss of business if issue is not resolved shortly.
- Minor/No Service Impact – Customer would like to see this issue resolved but the issue is not time critical, involving minor performance monitoring or system behavior, aesthetic changes or documentation changes.
| Escalation Matrix |
| Notification / Severity |
Network Down
(Critical) |
Major Impact
(Major) |
Minor Impact
(Minor) |
| Support Manager Notified |
Immediate |
Thirty minutes |
Eight hours |
| Account Manager/SE Notified (1) |
Fifteen minutes |
One hour |
As necessary |
VP Sales, Regional VP, and
VP Engineering Notified (1) |
Thirty minutes |
Four hours |
As necessary |
| CEO Notified (1) |
Two hours |
Same day |
As necessary |
(1) Voice mail updates as necessary for all network down and major outages
|
