# Support Escalation Matrix

This matrix outlines the escalation process for service-related issues. \
\
All times are in GST (+4, UAE).

<table data-header-hidden><thead><tr><th width="91.63671875">Severity</th><th width="323.59765625">Issue Examples</th><th width="220.8828125">Level 1</th><th width="218.421875">Level 2</th><th>Level 3</th><th>Level 3</th><th></th></tr></thead><tbody><tr><td>Severity</td><td><sub>Issue Examples</sub></td><td>Level 1</td><td>Level 2</td><td>Level 3</td><td>Timeframe (Response/Resolution)</td><td>Contact Method</td></tr><tr><td>Low</td><td>Billing query, minor config issue</td><td>Helpdesk (support@bamboozle.me)</td><td>Support Lead (lead@bamboozle.me)</td><td>N/A</td><td>4 hrs / 24 hrs</td><td>Email/Chat</td></tr><tr><td>Medium</td><td>Slow website, partial outage</td><td>Helpdesk</td><td>Senior Tech (tech@bamboozle.me)</td><td>Operations Manager</td><td>2 hrs / 8 hrs</td><td>Email/Chat</td></tr><tr><td>High</td><td>Server down, multiple sites affected</td><td>Helpdesk</td><td>Network Team (noc@bamboozle.me)</td><td>Director of Ops</td><td>1 hr / 4 hrs</td><td>Email/Chat</td></tr><tr><td>Critical</td><td>Data center outage, hardware failure</td><td>Helpdesk</td><td>Network Team</td><td>CTO (cto@bamboozle.me)</td><td>30 min / 2 hrs</td><td>Email/Chat</td></tr></tbody></table>

### Procedures

1. **Level 1**: Log issue in ticketing system, attempt basic troubleshooting (e.g., restart services), notify customer.
2. **Level 2**: Perform advanced diagnostics (e.g., check server logs, network latency), escalate if unresolved within timeframe.
3. **Level 3**: Coordinate with vendors (e.g., RAM suppliers, Azure/AWS for cloud issues), provide executive oversight.
4. **Documentation**: Update ticket with actions, notify customer at each escalation.

### Notes

* Auto-escalation occurs if timeframes are exceeded (configured in ticketing system).
* For vendor delays (e.g., RAM shipments), Level 3 will liaise with suppliers and update customers.
* Contact <support@bamboozle.com> for matrix updates or feedback.