4.2 Escalation Matrix

4.2.1. Query-driven Escalations

These are escalations driven by the CS team internally as a result of unresolved queries.

⁠

Level 1 Debugging & Escalation → CS agents must deploy Level 1 debugging by themselves to try and identify the issue.

If issue qualifies as Level 2 issue →

Escalate to CS Lead by tagging on #lt-products Slack channel in the same thread

Mention debugging steps carried out

If issue remains unidentified post debugging on Level 2 → CS Lead to escalate to Product Analyst by tagging them on same thread and identify it as Level 3

Level 2 Debugging & Escalation → To be done by Product Analyst (PA)

If issue resolved →

PA reports the same on concerned thread with proof of resolution

PA highlights operational gaps if any

CS Lead makes additions to Coda doc, if needed.

If issue is unresolved or PA is unavailable / non-existent →

CS Lead / CS agent raises query on #prod-tech-support by creating a JIRA - with relevant details including detailed debugging steps carried out and follows the JIRA | LimeTray Login process provided below:

IMPORTANT: Please do not tag any member from tech team directly on the #lt-products Slack channel.

If issue unresolved:

⁠

JIRA | LimeTray Login⁠

- excel sheet maintained internally for all JIRAs raised to tech

4.2.2. Ops-driven Escalations

These are escalations that Ops members (AM, PD, Ops executive, etc.) are entitled to make as a result of unresolved queries or unresponsiveness

FRT Escalation → Escalate to CS Lead if no response for > 5 mins

Level 1 Escalation → Escalate to CS Lead by tagging on respective chat post which CS Lead will either:

Assign the chat to another agent on the shift; or

Take up the chat and resolve by themselves

Level 2 Escalation → In case of no response from CS Lead for > 5 mins, escalate to Founder’s Office team.

4.2.3 Escalation Tracker

All escalations are tracked with detailed information on the

Escalations Tracker⁠

Maintained by - CS Lead

When to add escalations - Whenever the CS Lead/Founder Staff is tagged as an escalation on any thread raised on #lt-products Slack channel, it has to be added to escalations tracker by filling out the data columns added in sheet.

Analysis -

Weekly analysis to be done between CS Lead and Founder Staff on escalations - nature, root cause and future course of action.

The same is also discussed with Akhilesh during WBR to obtain further inputs on reducing future escalations or handling them better.

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