Management Escalation Policy – Espiie.com

Last Updated: 11-01-2025

At Espiie.com, we believe that open communication and timely issue resolution are essential to maintaining trust, quality, and customer satisfaction.

This Management Escalation Policy ensures that any issue, complaint, or dispute is handled efficiently and escalated to the appropriate level of management when necessary.

1. Purpose

The purpose of this policy is to:

• Provide a clear process for escalating unresolved issues to higher management.

• Ensure fair, consistent, and transparent decision-making.

• Encourage accountability and continuous improvement within the company.

• Maintain strong customer and employee confidence in our service and operations.

2. Scope

This policy applies to:

• All Espiie.com customers, employees, and partners.

• All issues related to orders, product quality, delivery, refunds, or support.

• Internal concerns raised by team members or vendors regarding operational processes or ethical practices.

3. Escalation Process

Step 1: Initial Contact – Customer Support Team

• All issues should first be reported to our Customer Support Team via email or live chat.

• Our support team will acknowledge and attempt to resolve the issue within 24–48 business hours.

support@espiie.com

Step 2: Level 2 – Senior Support Specialist

If the issue is not resolved or the customer is dissatisfied with the response:

• The case will be escalated to a Senior Support Specialist or Team Leader.

• They will review the details, investigate, and provide a resolution within 3–5 business days.

senior.support@espiie.com

Step 3: Level 3 – Department Manager

If the issue remains unresolved or involves a complex operational or policy-related concern:

• It will be escalated to the Department Manager (e.g., Operations, Logistics, or Quality).

• The manager will analyse the situation, contact relevant teams, and issue a formal response within 5–7 business days.

manager@espiie.com

Step 4: Level 4 – Company Management / Executive Escalation

For unresolved, critical, or high-impact issues:

• The matter will be referred to Company Management or a Director-level representative.

• A final review will be conducted, and a resolution provided within 7–10 business days.

management@espiie.com

4. Escalation Timeframe

Espiie.com aims to resolve all escalated matters promptly.

Escalation Level Department Estimated Resolution Time

Level 1 Customer Support 24–48 hours

Level 2 Senior Support 3–5 business days

Level 3 Department Manager 5–7 business days

Level 4 Management 7–10 business days

5. Documentation

• Every escalation will be recorded with a unique case reference number.

• All communication and actions taken will be documented for transparency.

• Management reviews unresolved or repetitive issues monthly to improve internal processes.

6. Confidentiality

All escalations and investigations are handled with the strictest confidentiality.

Information will only be shared with authorized personnel directly involved in the resolution process.

7. Continuous Improvement

Espiie.com management regularly reviews escalation data to:

• Identify recurring problems

• Improve customer service procedures

• Strengthen internal training and accountability

8. Contact Summary

Level 1 – Support: support@espiie.com

Level 2 – Senior Support: senior.support@espiie.com

Level 3 – Manager: manager@espiie.com

Level 4 – Management: management@espiie.com

Website: www.espiie.com