How to escalate WooCommerce issues - Process and Point of Contact.
- Andrea Uceda
Please follow this guideline when you need to escalate your case.
DO NOT ESCALATE DIRECTLY TO PT UNTIL ALL ESCALATION POINTS HAVE BEEN MET
Outline:
Level 1 takes the initial front-line call or ticket.
Escalate to L2 - L2 will troubleshoot to resolve the issue (see the proper available documentation WooCommerce Documentation), L2 is to ask the PT for further assistance if needed.
The PT will offer the L2 suggestions or ask questions to clarify further and attempt to resolve the issue. The L2 will make the best attempts to resolve the issue with suggestions. If this does not resolve the issue the L2 can ask the PT for additional steps, when all best efforts have been exhausted, the PT will take ownership of the issue.
In 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/PT by name, referencing a case or EMAIL that shows named L2/PT tech. It has to be for the same issue.
The L2/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 https://cbsnorthstar.atlassian.net/wiki/spaces/PRODUCTTEAM/pages/3020095535) that should be handled by the Implementation Team or Product Team.
How To Escalate to PT Team In an Emergency |
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Please use all 3 of these communication methods:
When a store is having an emergency that the support team cannot resolve within a few minutes. What’s an emergency? Store is down (cannot order food). Online ordering is down (cannot order and send food from outside the 4-walls to the kitchen). Payments are down (cannot pay for food). More than 50% of payment terminals do not work (cannot pay for food reliably). Staff cannot use the site to do any of the above functions (server down, network down, staff cannot login at all, etc…). Web ECM servers are not responding and/or are down (customer’s cannot access ECM or ECM is failing). Who to call? First, use your own team and escalation procedures, please make sure you have escalated it through your own L1 / L2 / L3 process All of these folks have GoTo, Teams, and cell phones. And they are conveniently located around the country for you:
When to call? Any time during our normal support hours, per the customer’s contract. Some customers have 24x7 support. Some have business hours. Some have time & materials. What to expect? The ticket will also get placed into the Zoho Desk by the Product Team if it’s not already in there. |