| Escalation Procedure
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Escalation Purpose
This document outlines the escalation procedure for a customer's concerns, questions, etc. Technical Support is the appropriate group to receive notifications of customer issues, and from this department, the customer can initiate the escalation process.
Technical Support is responsible for and has access to all resources available in providing a solution to a customer problem. If for any reason, a customer feels that the problem is not being given the appropriate attention or priority, the following escalation procedures should be followed.
Guidelines for an Escalation Issue
Technical Support is the first department to receive all customer concerns and issues. The Technical Support Agent will review the scenario and either provide information about the customers' concern or transfer the customer to the correct department.
If after speaking with Technical Support about a problem or concern, and a customer does not feel he/she has been given the urgency or priority deserved, the escalation process goes into effect.
Below are the steps a customer should follow to escalate an issue.
Technical Support-Existing Issue
If you have an existing issue in progress that needs to be escalated, please contact the Technical Support Agent who is handling the issue and request them to escalate the call. If the customer would prefer to speak with the next available agent in the escalation line, please contact the Director of Technical Support. The Director of Technical Support will take the necessary steps to ensure that the call receives the appropriate attention. Contacts for escalating beyond the Director of Technical Support are listed below, however, the Director of Technical Support needs to be the primary contact in the escalation procedure.
Escalation List for Contacts in Technical Support
The following chart outlines the contact information for all customer concerns. You can reach a Technical Support Agent at (888) 999-6225 or (817) 357-1100. If the concern or issue is not addressed to your satisfaction, please contact the agent in the following order.
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| Title |
Technical Support Escalation Contacts |
Telephone Number |
E-mail Address |
| Director of Technical Support |
Donavan Wells |
(817) 357 1100 |
dwells@staff.hyperusa.com |
This outline describes the correct procedure to reach the before mentioned Hypernet representatives.
Please refer to the above chart.
- Call the Director of Technical Support at the direct extension.
- If the Director is not available, leave a detailed voice mail message and request a call back.
- You should expect a call back within two hours.
- If you have not received a call back from the Director in the time specified above, there may be a need to escalate beyond the Director of Technical Support.
Post-Technical Support Escalation List
If the customer's concern is not addressed or completed after communicating with the Director of Technical Support, please follow this escalation list according to the issue.
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| Title |
Escalation Contacts |
Telephone Number |
E-mail Address |
| Billing Manager |
Kathie Short |
(817) 357-1100 |
kshort@staff.hyperusa.com |
| President/CEO |
Douglas Bowyer |
(817) 357-1100 |
dbowyer@staff.hyperusa.com |
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Escalation Procedure