Escalation Process

Escalation Process

We regard a complaint, incident, or failure as an expression of concern or dissatisfaction about our organization, our staff, our partners, our contracted service providers or anyone else acting on our behalf.  A complaint, incident, or failure can be received verbally, by phone, by email, in writing, or via a support ticket.

The complaint, incident, or failure will be formally acknowledged within 48 hours and will be logged as a ticket. An acknowledgement will confirm who is dealing with the issue and when to expect a reply. If the issue has not been resolved, a Manager will investigate and take appropriate action within 5 working days.

If the complainant feels that the problem has not been satisfactorily resolved, they can request that the complaint is reviewed at the Executive Management level. At this stage, the complaint will be passed to

The request for Executive Management level review will be acknowledged within 48 hours of receiving it. If the complainant is still not satisfied with the outcome of the complaint, they can contact


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