Escalation: 

• Timely and effective escalation is an intrinsic part of PCS call management.
• Any and all situations that are likely to adversely effect our ability to respond and repair within contracted service levels are escalated to a service supervisor.
• The call or situation is then monitored while the call is in progress, ensuring that additional resource can be employed rapidly and the client can be updated as to our action plan(s) to resolve the issue.