Escalation Matrix

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
Contact: support@algatac.com | Phone: [Number]
Level 2: Technical Support
Response: 4h | Resolution: 24h
  • Advanced diagnostics
  • Remote/onsite support
  • System config issues
  • Escalate complex problems
Contact: techsupport@algatac.com | Phone: [Number]
Level 3: Senior Engineer
Response: 8h | Resolution: 48h
  • Critical system failures
  • Root cause analysis
  • Onsite repair or replacement
  • Technical reporting
Contact: seniorengineer@algatac.com | Phone: [Number]
Level 4: Operations Manager
Response: 12h | Resolution: 72h
  • Resource coordination
  • Department collaboration
  • Client updates and support
  • Escalate to MD if required
Contact: operations@algatac.com | Phone: [Number]
Level 5: Managing Director / CEO
Response: Within 24h
  • Final resolution and compensation
  • Service quality assurance
  • Client satisfaction management
  • Escalation review and improvements
Contact: ceo@algatac.com | Phone: [Number]
Escalation Process Overview
1

Initial Contact

Clients contact Level 1 (Frontline Support) for initial issues and concerns.

2

Issue Resolution

If the issue is unresolved, it's escalated to Level 2 (Technical Support).

3

Further Escalation

More complex issues go to Level 3 (Senior Engineer).

4

Operations Oversight

If issues impact operations, Level 4 (Operations Manager) is alerted.

5

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.