1st Level
The first stage of the escalation is the Team Lead / Technical Account Manager for the region where the issue has been logged.
Typical examples of an escalation request are:
An increase to the agreed priority.
Where the next actions can’t be completed by the support developer in the region and specialist intervention may be needed.
Where additional expertise is required to complete a ticket.
Where the SLA has been breached, and the ticket needs to be brought back into line.
2nd Level
If further action is needed the Technical Support Manager will be engaged to remediate the situation and provide guidance.
3rd Level
If the Technical Support Manager cannot aid resolution, then the next stage is to involve the Director of Global Support. In this case, it’s likely that a major issue in progress and multiple teams are required to provide remediation. It may also be the case that the timeline is now urgent for the issue in question.
4th Level
The final escalation destination is the Chief Customer Officer. At this level, the issues are global in nature and will require a large-scale initiative within Fenergo.
Global Phone Numbers for Major Incidents
| Number | Description | Location |
1 | +353 1 9013601 | Global Support Number | Ireland |
3 | +442037734003 | Local UK number London | UK |
4 | +19299995670 | Local US Number | USA |
5 | +61280152304 | Local Australia Number | Australia/Sydney |
6 | +6569795563 | Local Singapore Number | Singapore |
APAC
| Name | Title | Tel | |
1 | Nic Sin | Customer Support Team Lead APAC | TBC | |
2 | Matthias Manzone | Customer Support Manager APAC | +353 1 578 4321 | |
3 | Mark O'Rorke | Director of Global Customer Support | +353 1 588 0087 | |
4 | Jimmy Collins | VP of Global Support | +353872835660 |
EMEA
| Name | Title | Tel | |
1 | Gareth Boulter | EMEA Customer Support Manager | +353 1 9013789 | |
2 | Mark O'Rorke | Director of Global Customer Support | +353 1 588 0087 | |
3 | Jimmy Collins | VP of Global Support | +353872835660 |
NAR
| Name | Title | Tel | |
1 | Jason Fernandes | Technical Account Manager Americas | +1 289-270-5018 | |
2 | Mark O'Rorke | Director of Global Customer Support | +353 1 588 0087 | |
3 | Jimmy Collins | VP of Global Support | +353872835660 |