Most tickets never need escalating: they are answered and resolved within their targets. When one is at risk, escalation makes sure it gets more attention, from more senior people, before the deadline passes rather than after.
Automatic escalation
Escalation at eWay is SLA-based. The support desk tracks the response and resolution deadlines for every ticket, based on its priority.
- If a deadline is at risk, the ticket escalates automatically.
- If a deadline is missed, it escalates further.
- You do not need to do anything for this to happen.
Time a ticket spends in Pending, waiting on information from you, does not count toward the deadline. See what happens after you submit a ticket.
Requesting escalation yourself
You can request escalation at any time. Common reasons:
- The business impact has grown: more users affected, or a deadline approaching
- The severity no longer matches the situation
- Progress has stalled, or you have not had an update you expected
- The issue has come back more than once
How to escalate
- Reply to the ticket by email, or add a comment in the support portal.
- Start with the words "Escalation request" so it stands out.
- Explain why: what has changed, the impact, and any deadline.
- Say what you need, for example a call, a higher severity, or an update by a specific time.
- For a critical situation during phone hours, also call 877-487-3929 with the ticket number.
An example
Subject: Re: [ticket number] Program finder search returning no results
Escalation request. This was logged as P3, but open-house registration launches tomorrow at 9am ET and the program finder is the main entry point. We would like this raised to P2 and an update by 3pm today.
Contact: [name, phone]
Change the severity, or escalate?
| Situation | What to do |
|---|---|
| The issue itself has become worse | Ask for a higher severity. That shortens the deadlines. |
| The severity is right, but progress is not | Request escalation. |
| The site is now down | It is P1: reply to the ticket, then call. |
What happens next
An escalated ticket is flagged for priority attention. The team confirms the severity and the plan, and replies on the ticket with next steps and when you will hear next. The escalation and its outcome stay in the ticket history, visible in the portal.
Related: severity levels and response times and calling support for critical issues.
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