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.
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 Dane Saunar julia@rush.ph |
If escalation 1 is unresponsive given the time frame of the resolution SLA table. |
| 3 | Merchant Experience Director | Rashid Racelis rashid@rush.ph |
If escalations 1 and 2 are unresponsive given the time frame of the resolution SLA table. |
| 4 | Chief Operations Officer | Jeff Alejandrino jeffrey@rush.ph |
If escalations 1 and 2 are unresponsive given the time frame of the resolution SLA table. |