Introduction
This article will help to understand how the Technical Support Escalation Procedure works.
This article will be useful to PG Champion and club employees authorised to contact the Technical Support Team.
When can I escalate my case to Technical Support?
If the Technical Support Team didn’t deliver the expected solution within the expected timeframe or in the desired way.
When at least one of the points - solution, time, or way - is not delivered correctly, it is enough to escalate:
- SLA violation - reply or resolution was not provided in a timely manner.
- Wrong ticket resolution.
- A case has been inadequately qualified in accordance with case Severity (Support Cases).
- Agent’s inappropriate behaviour or communication.
How can I escalate?
To escalate, it is enough if you send a message via one of the channels below and inform us about your concern. You need to ask for higher urgency and provide a justifiable business rationale (our employee might ask additional questions to qualify the escalation request):
- Contact the Technical Support Team Leaders directly via email: AUS/NZ: ts_tl_au@perfectgym.com and all other countries: ts_tl@perfectgym.com.
If your case is accepted as a valid escalation, it will be marked as Escalated and Perfect Gym will inform you about the next steps.
What are the next steps after registering my escalation?
The Team Leader will review the escalation and verify if the reason is valid.
- For non–valid escalation reasons, the escalation will be set to Cancelled and the agent will inform you about the feedback.
- For valid escalation reasons, escalation will be processed internally and you will be contacted by the assigned agent within 2 business days.
What if my case doesn’t qualify for escalation but it is still very important for me?
Everything works according to the agreed process, however, for some reason, you need to get a fast reaction or resolution for the case.
Open the GetSupport module in PGM and open the conversation related to the case you want to prioritize. Send a message to ask the Technical Support Agent for higher urgency and provide your business rationale.