Escalation Matrix

Updated 2026-08-06 · Akontec Synergy Private Limited

Ladder

Level	Role	Owns	Contact route
L1	Team Leader / Support Executive	First response, routine resolution	Ticket, support@akontec.com
L2	Delivery Manager	SLA breach risk, P2, process failures	Named in the client's onboarding pack
L3	Account Manager	Client dissatisfaction, commercial impact, repeated failures	Named in the client's onboarding pack
L4	Function Head	Cross-function issues, P1, systemic failure	Via L3 or directly for P1
L5	Director — Hemalatha S.	Contractual disputes, unresolved complaints, regulatory or reputational matters	Via L4, or directly for a formal complaint

Automatic escalation triggers

Escalation is not only client-initiated. These trigger it automatically:

Trigger	Escalates to
P1 raised	L2 and L4 immediately
P1 unresolved at 4 hours	L5
P2 unresolved at 1 business day	L3
Any ticket reopened twice	L3
SLA breached on any priority	L2, with written note to the client
Client uses the words "escalate", "complaint", "unacceptable" or threatens termination	L3 same day
Any suspected data breach or security incident	L4 and L5 immediately, plus `24_Compliance/02_Data_Protection_Policy.md`
Any regulatory notice, legal notice or media enquiry	L5 immediately, and no one else responds

Client-side escalation

Every client's onboarding pack contains named individuals with contact details at L1 through L3, and the route to L5 for a formal complaint. A client who does not know how to escalate will escalate publicly instead.

Timeframes for a formal complaint

Acknowledged within 1 business day · substantive response within 5 business days · if investigation needs longer, a written interim response stating why and when.

Rules

Escalation is a routing mechanism, not a punishment. Nobody is penalised for escalating early — the penalty is for escalating late.
The original owner stays involved after escalation; escalation adds authority, it does not transfer the problem away.
Every escalation is logged against the ticket with the reason and the outcome.
Repeated escalations on the same account trigger an account review at L4, because that is a relationship problem, not a ticket problem.

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