Escalation Procedure for Urgent Matters

At WorkWeek, our goal is to resolve issues quickly and thoroughly. For this reason, we follow specific escalation procedures based on the type and urgency of each matter. Here’s an overview of our escalation paths, designed to ensure that every query, bug, and pain point receives the right attention at the right time.

Minor Issues & Queries

For most minor issues and straightforward queries, escalation is not necessary:

Process: Our Customer Success Manager (CSM) can often resolve minor issues directly, such as assisting with dashboard navigation or adding employees.
Resolution Time: These issues are handled immediately and are resolved quickly to minimise any disruption.

Bug Reports

When a bug is identified, it goes through an escalation process to our technical team:

Process: The CSM initially receives the report and then escalates it to the tech team for assessment. From here, the bug is either handled by the product team or escalated further to the Chief Technology Officer (CTO), depending on the bug’s complexity.
Resolution Time: Smaller bugs are typically resolved within the hour, while more complex issues may require additional time based on the scope of the fix.

Feature Requests (Basic Overview)

For new features, our process includes careful consideration and planning. Note that feature requests are treated differently from other urgent matters, as they require extensive assessment.

Process: Feature requests can be made to the CSM, who will document and forward them for further consideration. From here, the request undergoes a review to assess the feasibility, timeline, and relevance to WorkWeek’s mission and customer needs.
Consideration: If a feature aligns well with customer demand and WorkWeek’s mission, it will be prioritised for development.

Note: A separate document on feature requests will offer more detailed information about this process.

Pain Points

Customer pain points, which highlight areas of friction or common struggles in using WorkWeek, are treated as high-priority for resolution.

Process: The escalation path for pain points begins with the CSM, who identifies and confirms the issue, then escalates it to the tech team. If deemed necessary, it will be discussed and addressed by the broader WorkWeek team to determine an efficient solution.
Resolution Time: Since pain points reflect customer challenges, our approach is to resolve them promptly and directly, often with a faster turnaround time compared to feature requests.

Summary

Each type of issue follows a path tailored to its nature and urgency, with the goal of delivering a smooth, responsive experience to our customers. Whether it’s a simple query, a critical bug, or an identified pain point, our escalation procedures are designed to ensure timely and appropriate resolution.

←Previous Page: Expected Response Times

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