There are several reasons you might choose to escalate a support ticket. If you feel that additional visibility is needed to resolve your issue more effectively, please follow the process outlined below.
Please note, that all tickets should still be submitted via our email (helpdesk@franconnect.com) or via the support portal:
Escalation Process:
- Create your help desk ticket. The team should reach out with a first response within 4 hours and begin actively working on your ticket.
- If you feel that your ticket has not received an update in a timely fashion or the priority of the ticket has increased (ie. the problem has gotten worse, or there is no workaround), please reach out via the ticket to the help desk agent assigned). You can also cc your CSM into the ticket + conversation and then help desk team + CSM can work to expedite this with the appropriate teams.
- If your help desk agent and CSM are unable to get a satisfactory response, you can reach out to the head of support; Jason Williams. He will be able to reach out and see what, if any delays, are occurring and work to expedite resolution.
- If needed, Jason will also loop in our CTO Andrew Jackson for additional assistance as needed.
Ticket Escalation Path: