At Algatac Integrated Systems & Solutions, we understand the importance of quick resolution to any issues that may arise with our security and safety systems. To ensure that problems are addressed promptly and efficiently, we have established a clear and structured Escalation Matrix. This matrix outlines the step-by-step process for escalating concerns, ensuring that every issue is dealt with at the appropriate level, and that you receive the best possible support.
Level 1: Frontline Support
Response: Within 2 hours
- Minor service request handling
- Basic troubleshooting
- Log issue in support system
- Customer inquiries
Level 2: Technical Support
Response: 4h | Resolution: 24h
- Advanced diagnostics
- Remote/onsite support
- System config issues
- Escalate complex problems
Level 3: Senior Engineer
Response: 8h | Resolution: 48h
- Critical system failures
- Root cause analysis
- Onsite repair or replacement
- Technical reporting
Level 4: Operations Manager
Response: 12h | Resolution: 72h
- Resource coordination
- Department collaboration
- Client updates and support
- Escalate to MD if required
Level 5: Managing Director / CEO
Response: Within 24h
- Final resolution and compensation
- Service quality assurance
- Client satisfaction management
- Escalation review and improvements
Escalation Process Overview
Initial Contact
Clients contact Level 1 (Frontline Support) for initial issues and concerns.
Issue Resolution
If the issue is unresolved, it's escalated to Level 2 (Technical Support).
Further Escalation
More complex issues go to Level 3 (Senior Engineer).
Operations Oversight
If issues impact operations, Level 4 (Operations Manager) is alerted.
Executive Intervention
For critical cases, Level 5 (Managing Director/CEO) steps in.
Important Notes
- All escalations are tracked with real-time updates.
- We strive for timely, effective resolutions.
- Clients may escalate at any point if dissatisfied.