PetroTrak - Escalation

A guide about PetroTrak escalations.

Overview

Audience

  • TSS

Product Type

  • PetroTrak

Overview

Senior CEx Incident Specialist and Team Leader SLA and Responsibility

  • 24 hrs. SLA. Working hours for are 8 am to 8 pm EST, Monday to Friday.
  • Discussion/updates related to the ticket will be conducted by Senior CEx Incident Specialist specialist until the issue is resolved.
  • Direct number will be provided to the Merchant to contact an Senior CEx Incident Specialist specialist.
  • Should Level 3 need to be engaged, it will remain the responsibility of the Senior CEx Incident Specialist specialist to ensure the ticket has been resolved and the Merchant is aware of the solution.
Reasons to Engage Senior CEx Incident Specialist
  • Issue cannot be resolved by TSS
  • Terminal swap did not resolve the issues
  • Head Office has reached out to the National Service Account Manager
Level of Escalation

If an Experience Coach is unable to resolve the issue:

Escalation Level

 Department

 Contact Information

 VX810/Vx 520

 Production Support

Terminal Platform Systems Support for assistance. They will work the case and send it back to you with their findings, and ask that you reach back out to the Merchant.

Ensure that the case is manually assigned to Terminal Platform Systems Support.

Manually Reassign Case to Terminal Platform Systems Support

  1. Select Save.

  2. Select Assign.

  3. Change Assign To from Me to User or Team and then type in Terminal Platform Systems Support in the field.

  4. Select Assign and then Save and Exit. 

 PetroTrak Console

 PetroTrak support

 Service Now Ticket

Alert

Do not advise the caller to contact their Head Office.

Procedure

1

Which escalation path best suits your needs?

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