Query handling & ticket escalation process

Query handling & ticket escalation process

Purpose

This Service Level Agreement defines the expected response and resolution timeframes for support tickets, establishes priority classification criteria, and outlines the structured escalation path to ensure timely resolution of all customer issues. 

In this article, we explain how Webbee handles your queries, manages support tickets, and ensures timely resolution.

Let’s understand this with an example. Suppose you are facing an issue where tracking information is not syncing from Amazon to your Shopify order, and you contact Webbee support. During the initial call, our support team will assess the issue and guide you if an immediate solution is available. However, if the problem requires technical intervention, the support team will raise a ticket on your behalf for the technical team to resolve it as quickly as possible.

Once a ticket is created, it is prioritized based on its impact. Since we handle multiple client requests simultaneously, categorizing tickets by priority helps us resolve issues efficiently. Below is how we define ticket priorities.

Priority Matrix


After the priority is assigned, the technical team begins working on the ticket. The escalation process is structured to ensure timely resolution:

  • The ticket is first assigned to a software developer who works to resolve the issue promptly.

  • If the issue takes longer than 8 hours, it is escalated to a senior developer (team leader).

  • If the issue remains unresolved after 24 hours, it is escalated to the project manager.

  • If it still exceeds 36 hours, the Executive Assistant to the Director becomes involved.

  • At this stage, the company director may directly intervene to identify blockers and ensure resolution.

At the director level, all critical issues are targeted to be resolved within 48 hours from the ticket creation time.

Escalation Level


Support ticket flow


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