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Infinity IPS Fault Escalation Process

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

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