How to Escalate a Support Ticket

Most TC support tickets resolve within their SLA without anyone needing to escalate. When a ticket is not progressing or the impact has grown, here is how to escalate it.

When to escalate

Escalate when:

• The business impact has grown since the ticket was logged (more users affected, deadline closer)
• The first response or resolution SLA has been breached
• The ticket has stalled with no update for more than 24 business hours
• You are not satisfied with the proposed resolution
• An urgent situation has developed and the ticket was originally low priority

How to escalate

3 options, in increasing order of urgency:

Option 1: Reply on the ticket

Reply directly on the ticket and ask for escalation. Include:

• The new context (what has changed since you logged the ticket)
• The business impact (people, processes, deadlines affected)
• The outcome you need (faster fix, workaround, status update)

TC's support team reviews escalation requests every business hour. This is usually enough.

Option 2: Call the support line

For genuinely urgent situations, call 1300 457 496 and choose option 1 for support. Reference the ticket number. The on-duty engineer will pull up the ticket and assess the escalation in real time.

Option 3: Out-of-hours urgent

For P1-level issues outside business hours (system down, multiple users blocked, time-critical):

• Call 1300 457 496 and choose the on-call option
• Reference your ticket number
• Be ready to describe what is happening, who is affected, and what you have already tried

What happens on escalation

A TC manager reviews the escalation and either:

• Reassigns the ticket to a more senior engineer
• Re-prioritises the ticket and gives you a new ETA
• Confirms the current path is correct and explains why

Either way, you receive a written response on the ticket within 1 business hour of the escalation request.

What escalation will not do

Escalation does not jump complex investigations that need time, third-party vendor responses that are outside TC's control, or root cause analysis that requires diagnostics. It does ensure the right people are aware and the right priority is set.

If escalation does not work

If you are not satisfied with the response to an escalation, ask to speak with TC's Head of Service. The general support line will route the request.