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 (https://docman.service-now.com/docman/).
|Escalation Level||Escalate to||Contact Details|
01977 66 44 95
|2||Support Team Leader(s)||
01977 802 295
01977 664 129
|3||Service Delivery Manager(s)||
01977 807 015
01977 664 135
|4||Senior Service Delivery Manager||
|5||Director of Support Services||
|6||Managed Services & Support Director||