Service Escalations

You can escalate a request if you are not satisfied with the level of service provided.

Typical types of escalations are:

Support requests that have not been resolved after consecutive requests.
Support requests that have not been responded to with a reasonable time.
Service requests that have not been delivered in a reasonable amount of time.

Please follow the steps below:

Following this process ensures your escalation is handled with the required urgency as managers are not readily available to quickly respond to voice mails and emails.

Step	Impact	Contact	What will happen
1	Single User or Workgroup	Service Desk Speak to a Support Officer.	Please have your incident number ready. The Support Officer will review all the notes in your request and escalate to the team currently working on the request. You will receive a response from the assigned team. If you wish to escalate further move to step two.
2	Single User or Workgroup	Service Desk Ask to speak to the Service Desk Coordinator.	You have the right to speak to the Service Desk Coordinator The Coordinator will discuss your request with you and then engage IT Support Officers to resolve your request. The Coordinator will monitor the progress of your request. 99% of escalations are resolved at this step. If you wish to escalate further move to step three.
3	Single User or Workgroup	Service Desk Speak to the Service Desk Team Leader.	The Service Desk Team Leader will discuss your request with you and then directly engage other responsible team leaders within ITS to resolve your request. The Service Desk Team Leader will monitor the progress of your request. If you wish to escalate further move to step four.
4	Single User, Workgroup, School or Faculty	Manager, Customer Services	If you wish to escalate further move to step five.
5	Single User, Workgroup, School or Faculty	Associate Director Technology Services