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Please follow this guideline when you need to escalate your case.

DO NOT ESCALATE DIRECTLY TO PT OR DEV UNTIL ALL ESCALATION POINTS HAVE BEEN MET

Outline:

L2 will take care of the issue/request according to the ticket placed on the Zoho Desk and follow the proper available documentation: WooCommerce Documentation and Videos

If the request is related to a new implementation (new WooCommerce site), L2 will ask PT for further assistance, and PT will take care of the request following the WooCommerce Implementation procedure: /wiki/spaces/PRODUCTTEAM/pages/3020095535

The PT can offer the L2 suggestions or ask questions to further clarify 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.

Best Efforts can be 1-3 suggestions.

This same Methodology can be used for L2 > PT > Dev

Scenarios where you CAN reach out to a higher tier:

  1. 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.

  2. 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.

(warning) How To Escalate to PT Team In an Emergency(warning)

Please use all 3 of these communication methods:

  1. Email escalations - product.team@cbsnorthstar.com

  2. Teams message.

  3. Immediate phone calls to the Team members listed below.

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:

  1. Jason Epp is on the East Coast (x702)

  2. Cyan Penn is on Central Time (x704)

  3. Alger Alama is on the West Coast (x701)

  4. Tony Turriciano is on the West Coast (x107)
    Please make sure you “cased” the ticket before you escalate so the Product Team has some general idea and heads-up (even if it’s 30-seconds)
    There is a calendar link in the NSOE Escalation Procedures page (below) for who is on-call after hours

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.
After hours when appropriate. Use your best judgement. You’re not interrupting anyone if you have a legitimate customer emergency.

What to expect?

The ticket will also get placed into the Zoho Desk by the Product Team if it’s not already in there.
You’ll be working with the Product Team to resolve the issue. Unless it is a deep technical problem requiring dev support, this will be a training ground for you.
The session will be recorded for future training with you and your team.

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