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What escalation procedures are in place for problem resolution?

April 26, 2017escalation problem procedures resolution

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What escalation procedures are in place for problem resolution?

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As each of our clients has different needs, the eBC allows escalation procedures to be addressed between PwC and the client during the implementation process. The help desk personnel assign each call ticket a severity level. Depending upon severity level, if the issue is not resolved within the specified amount of time, the call ticket will be escalated.