Escalation Matrix
Use this guide to route your enquiry or escalate issues appropriately. Escalation paths are provided for time-sensitive or unresolved issues.
Level 0
Primary Intake
Always Start Here
Request submission, triage, dispatch scheduling, ticket creation, SLA timer start.
RouterStack Support Desk
Level 1
Regional Operations Leads
Escalate here if the ticket requires urgent resourcing, access coordination, technician replacement, or timeline adjustments.
Level 2
Direct Support Lines
Use for live maintenance windows, after-hours work, or when immediate coordination is needed.
Level 3
Operations Directors
Escalate only if the issue impacts SLAs, scheduling stability, access failures, or urgent commercial/technical decisions.
Level 4
Executive Escalation
Critical failures, service-impacting incidents, escalated disputes, or matters requiring executive authority.
Best-Practice Notes for Clients
- •Always begin at Level 0 so the ticketing system logs and timestamps the request.
- •If RouterStack is already on-site or in an outage window, skip directly to Level 2.
- •Escalate sequentially unless immediate business impact requires jumping to Level 2 or Level 3.
- •Level 4 is reserved for urgent executive-level intervention only.
When to Escalate
Escalate to the next level when:
- Response time exceeds expected SLA
- Issue remains unresolved after initial contact
- Urgent changes to dispatch or scheduling needed
- Commercial or contractual matters arise
Use Executive Escalation (Level 4) only for:
- Service-impacting critical failures
- Escalated disputes requiring executive authority
- Matters with significant business impact
Last updated: 12/10/2025