Internal Escalation Process - Tech

Please make sure the following is 100% executed before a ticket is escalated whether it is to Staff or Developers:

• Reproduce the issue in-house (test yourself what the user is experiencing). If not tested do not escalate.

• If tested and you are not able to reproduce the issue, please follow accordingly with troubleshooting steps for that issue (you can ask, but do not escalate).

- Follow with an internal note and include:

- Device used to test - Date and time of test - Is it a single user affected or multiple user affected

• If tested and you are able to reproduce the issue, please reply with any of the "Further Research" macros, keep it open under your name and each ticket owner is 100% responsible for following up on that ticket at least every 24 hours.

• If it requires further involvement on our part, Onelink Staff Members (Fernando, Ronaldo, Lizette, Alejandro, Carlos or Juan) will remove it from your assigned items.

IMPORTANT NOTES:

• Please avoid escalating an issue under the reason “I do not know how to proceed”

• Please limit the usage of the “Known Issue” macro or “I have escalated this to our engineering team…” verbiage to ONLY actual known issues. Do not use these for common issues where we “don´t know how else to proceed”.

• If you have any questions or doubts, feel free to reach any of our staff members.