Clear steps for resolving urgent IT issues faster
At OPENSHOP, we are committed to resolving your IT issues efficiently and professionally. Every support ticket is evaluated based on its business impact and urgency. Our escalation process ensures that you can raise the priority of a request when it directly affects your critical operations.
When you submit a support request, it's initially set to medium priority, unless it clearly affects multiple users or essential operations (e.g., complete internet outage, system-wide failure). Once assessed, you’ll receive an email confirming:
-
The assigned priority level
-
The name of the engineer handling your issue
-
An estimated start time for resolution
If the priority or timeline doesn't reflect the urgency of your issue, you can escalate it.
Request a call to discuss your needs.
How to Escalate an Issue
First-Level Escalation
Issue: You believe the priority doesn’t match the business impact.
Action: Reply to the ticket email and explain in detail how the issue disrupts your operations. We will reassess and adjust the priority if necessary.
Further Escalation
Issue: Your escalated request is still not addressed adequately.
Action: Contact our Customer Service Manager directly. They will review the case and ensure appropriate action is taken.
Example of Escalation
Ticket: «Wi-Fi connectivity is inconsistent” → set as Medium Priority
But: You’re hosting a live event or critical Teams call today.
Escalate and inform us of the impact. We’ll increase the priority accordingly.
Problems Solved
Response Time
User Satisfaction
In Business
Talk to an IT Expert
Let’s explore how OPENSHOP can support your organisation with tailored IT solutions. Fill in the form or call us at (+30) 2109813870.
