RUSH Merchant Support Escalation Matrix
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@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 |