RUSH Escalation Matrix of Concerns

 

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 issue is identified to be under the scope of RUSH
2 Customer Success Head Joshua Romero
jcromero@rush.ph 
If escalation 1 is unresponsive given the time frame of the resolution SLA table.
3 Chief Operations Officer Paolo Castaneda
pscastaneda@rush.ph 
If escalation 1 and 2 are unresponsive given the time frame of the resolution SLA table.
4 Chief Executive Officer Stephanie Kubota
skubota@rush.ph 
If escalation 1, 2, and 3 are unresponsive given the time frame of the resolution SLA table.