RUSH Merchant Support Escalation Matrix

If the response time has passed and there's no response yet, you can escalate to the next level.

Escalation Level	Designation	Contact Details	When to Escalate
1	Support	support@rush.ph	Once the issue is identified to be under the scope of RUSH
2	Merchant Support Manager	julia@rush.ph	If escalation 1 is unresponsive within the resolution SLA time frame
3	Merchant Experience Director	rashid@rush.ph	If escalations 1 and 2 are unresponsive within the resolution SLA time frame
4	Chief Operations Officer	jeffrey@rush.ph	If escalations 1 and 2 are unresponsive within the resolution SLA time frame

The purpose of an escalation matrix is to provide a clear and structured approach for addressing and resolving issues or incidents that can't be resolved at the initial level of responsibility.