Escalate an Urgent Issue

Escalate an Urgent Issue

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

  1. Confirm the issue is truly urgent. Urgent means work is stopped for you, your team, or a critical business function.
  2. If you have not filed a ticket yet, go to support.bostonmit.com and submit one. Set the priority to High or Critical.
  3. In the description, lead with the impact. Example: "Five people in accounting cannot access the finance app. Month-end close is today."
  4. After submitting, call the support line listed in your welcome email. Reference your new ticket number.
  5. If you already have a ticket, reply to it. Write "Escalating" at the top of the reply and explain what changed.
  6. For a Critical issue outside of business hours, call the after-hours line. The team is available 24/7 for critical outages.
  7. 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.

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