Use this guide to escalate cases based on the level of technical expertise (IC level) required to resolve the issue.
When you need to escalate a case, choose the appropriate level from the chart below. Each level corresponds to the technical skill or management involvement required.
Level | Action | Contact |
Level 1 | Update the Salesforce Case and request for it to be escalated. | Use the Salesforce Case system. |
Level 2 | Email the Escalation Mailbox. This is monitored Monday to Friday by our support leadership team. | |
Level 3 | Contact the relevant Support Team Leader directly: | - Payroll, Expenses, Pensions: Graham Mynott |
Level 4 | Contact the relevant Support Manager: | - Payroll, Expenses, Pensions: Graham Mynott |
📌Note: Please use your best judgment when deciding which IC level is needed. Only escalate to the next level if the previous step has been followed and the issue remains unresolved.
The escalation mailbox is monitored Monday–Friday during business hours.