Escalation Paths

Let's Talk Escalations

Welcome to the Project Management Escalations portal, designed to guide you through the process of escalating issues within Pro-Vigil's project management organization. Whether you're facing challenges with installations, encountering delays, or require assistance from other teams, this resource will help you navigate the escalation process effectively.

Where to start

Identify the Issue

Before creating a ticket, clearly identify the nature and type of the escalation. Determine whether it falls under customer escalations, internal escalations, or warranty escalations, as outlined in the below section.

Types of Escalations

Customer Escalations:

Customer escalations involve issues that directly impact the satisfaction and experience of Pro-Vigil's clients. These may include:
- Install Issues: When an installation is not progressing as planned, such as encountering technical difficulties, unforeseen obstacles, or inadequate resources.
- Shipping Delays: Instances where there are delays in shipping equipment or parts to the customer, affecting project timelines and deliverables.
- Technician No-Show: If a technician fails to arrive at the scheduled installation appointment, causing delays and inconvenience for the customer.
- Incorrect Shipments: Cases where the wrong items or quantities are shipped to the customer, leading to confusion, downtime, or additional costs.

Internal Escalations:

Internal escalations involve issues that require collaboration or support from other teams within the organization. These may include:
- Customer Success to Project Management: When the Customer Success team identifies issues or concerns raised by the customer that require intervention or coordination with the Project Management team.
- Field Tech Support or Field Services Team to Project Management: Escalations due to missing or incomplete information required for installation, troubleshooting, or support.
- Accounting to Project Management: Instances where the accounting department identifies discrepancies or issues related to billing, invoicing, or financial transactions that require attention from the Project Management team.
- Territory Managers to Project Managers: Escalations from Territory Managers seeking updates or assistance regarding delayed installations, project statuses, or customer requirements.

Warranty Escalations:

Warranty escalations pertain to issues that arise within the warranty period after project completion. These may include:
- Territory Managers or Customer Success to Project Managers: Escalations regarding delays in resolving warranty-related issues, such as equipment malfunctions, service disruptions, or unresolved customer complaints.
- 30-Day Warranty Fulfillment: Issues related to fulfilling the 30-day warranty obligations within the specified timeframe, ensuring timely resolution and customer satisfaction.
- Pro-Fit outage detected by device monitoring resulting in a PMO Warranty outage ticket - Process - PMO Warranty Ticket Workflow

By clearly defining and categorizing these types of escalations, stakeholders can effectively communicate and address issues as they arise, leading to improved customer experiences and project outcomes.

How to Escalate

Escalating issues through the creation of a ticket is the primary method for initiating support and resolution within Pro-Vigil's project management organization. This streamlined process ensures that all relevant information is captured and that the appropriate teams are notified to address the issue promptly. Below are the steps to initiate the ticket creation process:

Ticket Creation

Email: pm.escalation@pro-vigil.com

To initiate an escalation, create a ticket by emailing pm.escalation@pro-vigil.com. This centralized approach ensures streamlined support and facilitates efficient handling across departments. Depending on the account type:

Fixed Accounts

Email the assigned PM and copy pm.escalation@pro-vigil.com to the email to ensure ticket creation.
Depending on the required solution, the ticket may be escalated to QA.
If additional escalation is necessary after being moved to QA, the ticket will then be forwarded to the team manager.

Mobile Accounts

Email the assigned PM and copy pm.escalation@pro-vigil.com to the email to ensure ticket creation.
Depending on the required solution, the ticket may be escalated to QA.
If additional escalation is necessary after being moved to QA, the ticket will then be forwarded to the team manager.

Warranty

PMO offers a 30-day warranty period that covers all installation-related issues after project completion. Warranty escalations will be directed to QA on both the Fixed and Mobile sides. It is essential to exercise due diligence to ensure that before escalation, the issue is indeed installation-related.

Email pm.escalations@pro-vigil.com and copy the QA according to account type.
Depending on the required solution, approvals may need to be obtained from the respective team manager before processing.

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