This document outlines the proposed escalation matrix for Smilax Global support services, based on the provided support channels, service level agreements (SLAs), and severity definitions. The purpose is to ensure timely and appropriate issue resolution across all customer service tiers.
Contact Methods
All Products services (SSHR, Call Centre, CRM, Logistics, etc.) offer:
-
Telephone Support: Yes (provided for Myanmar)
-
Email Support: Yes (Service-specific email addressed provided)
-
Chat Support: Yes
-
Ticket Support: Yes (Customer Portal)
Support Hours
-
Standard: 9 x 5 (Mon-Fri, 9AM-5PM, Working days)
-
Comprehensive: 15 x 7 (Mon-Sun, 8Am-11PM)
-
Premium: 24/7
-
Note: Support hours vary by SLA tier (Standard, Comprehensive, Premium)
SLA Tires & Full-Service Overview
|
Service Feature |
Standard |
Comprehensive |
Premium |
|
Support Hours |
9×5 (Mon-Fri, 9AM-5PM) |
15×7 (Mon-Sun, 8AM-11PM) |
24/7 |
|
Tickets Per Month |
3 tickets |
15 tickets |
Unlimited |
|
Support Access Channels |
Chat, Mail, Phone, Remote, Customer Portal |
Chat, Mail, Phone, Remote, Customer Portal |
Chat, Mail, Phone, Remote, Customer Portal |
|
Initial Response Time |
P1: 8 hrs P2: 12 hrs P3: 24 hrs P4: 42 hrs |
P1: 6 hrs P2: 10 hrs P3: 18 hrs P4: 30 hrs |
P1: 4 hrs P2: 8 hrs P3: 12 hrs P4: 24 hrs |
|
Software Upgradation |
As required. Scope of work may be charged separately for major version upgrades. |
As required. Scope of work may be charged separately for major version upgrades. |
Free. As and when required (minimum once per year recommended). |
|
Hardware AMC |
Issue troubleshooting & repair. Replacement parts charged at actual cost. |
Issue troubleshooting & repair. Replacement parts charged at actual cost. |
Issue troubleshooting & repair. Replacement parts for manufacturing defects at a 50% discounted rate |
Severity Key for Initial Response Time:
-
P1 – Urgent: Critical failure, system severely impacted or down, no workaround.
-
P2 – High: Service inoperative or seriously degraded, short-term workaround exists.
-
P3 – Medium: Functionality limited but not critical, workaround available.
-
P4 – Low: Minimal issue, no operational impact (e.g., documentation queries).
Note on Hardware AMC: Hardware coverage applies only to equipment supplied by Smilax Global and covers defects arising from manufacturing faults. It does not cover damage from improper power supply, natural calamities, or unauthorised servicing. Systems must be connected to a UPS to prevent power-related damages.
Proposed Escalation Workflow
Level 1: Initial Contact
-
Team: Customer Support Team
-
Channel: Phone, Email, Chat, Viber Group
-
Action: Ticket created, initial analysis within SLA, customer notified.
-
SLA: Based on customer’s support tier and issue severity.
Level 2: Technical Support Escalation
-
Team: Customer Support Team Senior + Technical Engineer
-
Trigger: Not resolved within target response time or requires advanced technical input.
-
Action: Escalated to specialised technical team.
-
Communication: Customer notified via email/ticket update.
Level 3: Senior Support Escalation
-
Team: Customer Support Team Lead
-
Trigger: Issue remains unresolved past SLA or is critical (P1/P2).
-
Action: Engaged technical engineers or support team lead.
-
Communication: Direct call/email from support lead.
Level 4: Onsite / Executive Escalation (Premium Tier Only)
-
Team: Onsite Team
-
Trigger: Critical issue unresolved remotely, impacting business operations.
-
Action: Onsite support arranged (if contract includes).
-
Communication: Account manager and executive team involved.
Communication & Documentation Protocol
-
All tickets must have a Ticket ID for tracking across all levels.
-
Customers updated at every escalation step via email/chat/ customer portal.
-
Viber Group used for real-time internal communication.
-
Note: Communication support based on their SLA Tiers.
Contact Information
Smilax Global Co., Ltd
Building No.22, 4th Floor, Kyun Taw Road, Sanchaung Township, Yangon, Myanmar
Phone: 09-771232323, 09-773272727, 09-774171717
Email: contact@smilaxglobal.com | helpdesk@smilaxglobal.com
Website: www.smilaxglobal.com