Please follow this guideline when you need to escalate your case.
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Level 1 takes the initial front-line call .If the L1 cannot resolve the issue within 15 minutes after taking initial details and making the BEST EFFORT or ticket.
Escalate to L2 - L2 will troubleshoot to resolve the issue (see the proper available documentation WooCommerce Documentation and Videos), L1 L2 is to ask the L2 PT for further assistance if needed.
The L2 PT will offer the L1 L2 suggestions or ask questions to clarify further and attempt to resolve the issue. The L1 L2 will make the best attempts to resolve the issue with suggestions. If this does not resolve the issue the L1 L2 can ask the L2 PT for additional steps, when all best efforts have been exhausted, the L2 PT will take ownership of the issue.
Best Efforts can be 1-3 suggestions.
This same Methodology can be used for L2 > L3 > PT > DevIn case PT is not able to resolve the issue because there is a code change involved, PT should escalate and create a ticket for the Dev team to fix the issue.
Scenarios where you CAN reach out to a higher tier:
The client calls in asking to speak to someone in L2/L3/PT by name, referencing a case or EMAIL that shows named L2/L3/PT tech. It has to be for the same issue.
The L2/L3/PT tech has reached out to you for further details or to call a client, you may then reach back out to the same tech and provide them with the information/steps taken.
There’s an implementation request or a NEW WOO SITE request (see /wiki/spaces/PRODUCTTEAM/pages/3020095535) that should be handled by the Implementation Team or Product Team.
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