The purpose of this document is to educate all stakeholders on the guidelines for ZOLA Escalation  process.  

Customers 

• Customer escalate the support issues to the distributor (Support Level 1)

Distributor Customer Service 

• Distributor document and identify escalation severity and support level classification
• If the escalation support is level 1
  • Login into fleet management for remote assessment
  • Identify the issue and try to resolve
  • If resolved – Verify on Fleet management and confirm with the customer, then document fault resolution task
  • If not resolved – Request the customer to put the system into By-pass mode pending further support
• If the escalation support is level 2 – escalate to the Distributor Technical Team

Distributor Technical Team

• Distributor document and identify escalation severity and support level classification
• If the escalation support is level 2
  • Conduct the technical analysis of the escalation – Use Fleet management system
  • Technical team visit the customer location to fix and make sure they align with remote support guide
  • If resolved – Verify on Fleet management and confirm with the customer, then document fault resolution task
  • If not resolved – Request for further remote support
• If the escalation support level is level 3 – Escalate to ZOLA Customer service

ZOLA Customer Service

• ZOLA staff document and identify escalation severity and support level classification
• If the escalation level is level 3 escalate to ZOLA Technical Team

ZOLA Technical Team

• Access the system operation on Fleet management and looker
• Check the status of IPS box
• If the IPS Box is faulty – Use the remote support guide to decommission faulty IPS box and install stop-gap IPS Box