Introduction
CSS Europe Limited (CSS) aim to offer the highest levels of service and delivery to its valued clients.
To deliver this pledge we, as part of our commitment to quality and, in conjunction with our BSI ISO 9001 certification, CSS have put in place escalation pathways to assist the customer with how to best deal with an escalation issue one arise.
All CSS personnel are trained in this process which is underpinned by our ITIL certification.
Should you have comments regarding this escalation process please email our quality team at qualityteam@csseurope.co.uk
Document Purpose
- The document is designed to advise clients of the escalation path should they feel that the service offered by CSS falls short of the service expected;
- The document covers products and services provided by CSS and or its authorised contractors;
- The document is interpreted in conjunction with the Service Level Agreement (SLA) which your organisation has in place with each product or service supplied. These may differ from product to product depending on how and what product or service was procured and when. These also are provided within our standard terms and conditions and or licences agreements.
Products and Services Covered In This Process
3.1 CSS shall from the agreed Start Date deliver Online Product to the Customer, and additionally agreed Related Services, in accordance with the Agreement.
3.2 CSS shall provide Maintenance of Online Product to the Customer during the term of the Agreement. The Maintenance will be handled as expressly set forth in Section 7 – Maintenance and Support.
3.3 CSS offers Support of Online Product to the Customer during the term of the Agreement. The included Support is stated in the Support Agreement (SLA). The Support will be handled as expressly set forth in this document https://www.csseurope.co.uk/documents/service-level-agreement/
3.4 CSS will only have direct technical access to the Customer Data in the event of;
a) it is required by law to obtain such information;
b) it needs to access the Customer Data in order to fulfil its obligations under the Agreement.
3.5 CSS is not obliged to deliver any product or service to the Customer outside the scope of the Agreement.
- SaaS product support through a valid SLA, including Software provided as an Android SDK
- Platform availability
- Professional services, consultancy, reporting and implementation services
- Product request for change (RFC)
- Custom software maintained under contract and licence by CSS
- Custom software development
Platform Availability
Please Note: Process skipping will result in request not being responded to in a timely manner
Ticket Logged breaches SLA
A Valid ticket has been raised via our dedicated support portal. The ticket has not been closed within the timescales referenced in your product SLA
1 HOUR
Initial Escalation, the Service Delivery Manger
The service delivery manager can be contacted on 0844 879 4531 or emailed at SDM@csseurope.co.uk
2 HOURS
Director Escalation, the Service Delivery Director
The service delivery manager can be contacted on 0844 879 4531 or emailed at SDD@csseurope.co.uk
4 HOURS
Final Escalation. Managing Director
The service delivery manager can be contacted on 0844 879 4531 or emailed at MD@csseurope.co.uk
Professional Services, Consultancy, Reporting and Implementation Services
Please Note: Process skipping will result in request not being responded to in a timely manner
Issue has been discussed with your professional services contact
There is clearly an issue with process, timeline or advice which cannot be resolved.
1 DAY
Initial Escalation, the Sales Representative
Your sales contact should be made aware of this, the sales contact will aim to resolve the matter through quotation or contract analysis and aim to find resolution.
2 DAYS
Director Escalation, Operations Director
The operations director will aim to find a mutually suitable resolution where there is ambiguity or data / operating process / procedural issues.
4 DAYS
Final Escalation. Managing Director
The managing director will make the final decision on how to proceed with the issue and aim to find resolution or remedy. The Managing Director can be contacted on 0844 879 4531 or emailed at MD@csseurope.co.uk
Product RFC
Please Note: Process skipping will result in request not being responded to in a timely manner
Issue has been discussed with the professional service contact or support desk
CSS has deemed that a RFC is not appropriate and the feature is not either in the product or roadmap for a specific reason
1 DAY
Initial Escalation, the Sales Representative
Your sales contact should be made aware of this, the sales contact will aim to resolve the matter through quotation or contract analysis and aim to find resolution and potentially offer a quotable custom solution should this be suitable
2 DAYS
Escalation, the Product Manager
The product manager will aim to find a mutually suitable resolution where there is ambiguity or data / operating process / procedural issues.
4 DAYS
Final Escalation, the Product Board
The managing director will make the final decision on how to proceed with the issue and aim to find resolution or remedy.
Custom Software Maintained Under Contract and Licence by CSS
Please Note: Process skipping will result in request not being responded to in a timely manner
Ticket Logged breeches SLA
A Valid ticket has been raised via our dedicated support portal. The ticket has not been closed within the timescales referenced in your product SLA
1 DAY
Initial Escalation, the Service Delivery Manger
The service delivery manager can be contacted on 0844 879 4531 or emailed at SDM@csseurope.co.uk
2 DAYS
Director Escalation, the Service Delivery Director
The service delivery director can be contacted on 0844 879 4531 or emailed at SDD@csseurope.co.uk
4 DAYS
Final Escalation. Managing Director
The Managing Director can be contacted on 0844 879 4531 or emailed at MD@csseurope.co.uk
Custom Software Development
Please Note: Process skipping will result in request not being responded to in a timely manner
Issue where delivery of product is deemed different from specification and or delivery is outside quoted timescales
The issue should be discussed with the sales contact to obtain resolution.
1 DAY
Initial Escalation, the Sales Director
The sales director will aim to resolve the matter through quotation or contract analysis and aim to find resolution.
2 DAYS
Director Escalation, the Development Director
The development director will aim to find a mutually suitable resolution and remedy where applicable.
4 DAYS
Final Escalation, the Managing Director
The managing director will make the final decision on how to proceed with the issue and aim to find resolution or remedy. The Managing Director can be contacted on 0844 879 4531 or emailed at MD@csseurope.co.uk
