Advanced Health and Care Docman Service Escalation Process

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Advanced Health and Care – Docman Service Escalation Process


Advanced strives to provide an exceptional service.  If this level of service is not provided, it is important that our customers are able to escalate their concerns, so appropriate action can be taken.

All incidents should be reported through our dedicated Service Desk in the first instance which ensures tracking, monitoring and audit history for reporting.  The Service Desk will assign a severity to each incident and escalate through our support tiers as required.  Incidents logged with the team can be viewed and updated at any point during their lifecycle using our Self-Service Portal (

Escalation Level
Escalate to Contact Details
1 Service Desk
0844 967 0967
Kieren Baldock Katie Jackson
01977 664 125 01977 664 129
3 Support Director
Jonathan Gill