Escalate an Urgent Issue
Overview
Sometimes an issue is more urgent than a normal ticket can handle, or a ticket you already filed is not moving fast enough. This guide shows you how to escalate so the right people get involved.
Before You Begin
- A clear description of the business impact: who is affected and what work is blocked.
- The ticket number, if one already exists.
- The phone number from your company welcome email or your manager.
Steps
- Confirm the issue is truly urgent. Urgent means work is stopped for you, your team, or a critical business function.
- If you have not filed a ticket yet, go to support.bostonmit.com and submit one. Set the priority to High or Critical.
- In the description, lead with the impact. Example: "Five people in accounting cannot access the finance app. Month-end close is today."
- After submitting, call the support line listed in your welcome email. Reference your new ticket number.
- If you already have a ticket, reply to it. Write "Escalating" at the top of the reply and explain what changed.
- For a Critical issue outside of business hours, call the after-hours line. The team is available 24/7 for critical outages.
- Stay reachable. Keep your phone nearby so the on-call technician can reach you quickly.
Troubleshooting
- If you do not have the support phone number: check your welcome email or ask your manager. You can also email support@bostonmit.com and ask for it.
- If you are not sure whether to escalate: err on the side of escalating when business impact is real. A technician will help triage.
- If your escalation does not get a response within an hour during business hours: call the support line again and ask for the on-call lead.
- If the issue resolves on its own: reply to your ticket to close it out. This frees the team to help others.
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Need More Help?
Submit a ticket at support.bostonmit.com or email support@bostonmit.com.