:Internal Only/Process/Escalation

Objective

Provide a complete instruction to ensure that Tier 1 Technical Support Agents have clear understanding in escalation procedure. Accurately transfers the relevant information and facilitates compliance with reading and using this SOP.

Procedure

We encourage all technical support agent to communicate with onsite Senior Agent and/or Irvine Technical Support Agents before proceed with escalation. All escalation case is only for product that sold thru Dahua North America authorized distributor or thru one of Dahua Sales person for special project.

Case 1

In the event that technical support agent is having difficulties on the case and need to pass the case to next level tier Engineer, Agent will modify Status to Escalated.

The system is designed to automatically transfer the case to next level tier Engineer queue. Agent must ensure that customer contact information, troubleshooting steps, and device information is noted and successfully saved before escalating the case.

NOTE: For escalation, Customer’s device information must added under Product field. In the event that agent need to escalate a case without product added, you must notify your supervisor.

Exception: For presales call, agent is allowed to escalate product without device information in product field. Agent will check the checkmark for Pre-Sales, and then change status to Escalated.

Case 2: Agent receive case that already escalated previously

Agent review the case notes and check with the customer if the same issue persist. If yes, agent will try to enter additional information provided by the customer, and then change Case Owner to DNA-Escalated 2 Queue.

If time is permitted, using the group chat, inform the Tier 2 agent that you are escalating an escalated case.

In the event that customer is calling about different issue, Tier 1 agent should create a new case and help the customer.

Case 3: Customer request to speak to the previous technician that he work with previously

Agent review the case and try to reach out the Tier 2 agent by asking in the group chat, if that specific Tier 2 agent is not responding within 3 minutes, agent will try to ask the customer:

“The agent that work with you previously is not available; I see your case has been escalated. I can transfer your case to a different technician in the same group with him, or if you would prefer I can try to assist you on this issue.”

That way the customer has options available to them.

Agent put notes in the case, and then set Status to Escalated.

While waiting for Tier 2 agent to response, agent will use the time to review the case and see if they can possibly solve the issue. If yes, then agent could offer, “Would you like me to help you with this case?”

Case 4: Customer request to speak to Tier 2 agent

Agent review the case notes and check if there is a case created for his following issue. If no, then agent will create a new case by following the usual procedure. If there is a case created for the customer, ask the customer if they are calling about the same issue.

Case 5: Multiple repeat call – 3 same case in the same week

Agent review the case and if they think all troubleshooting has exhausted, then agent should escalate the case by changing the Status to Escalated.

When Tier 1 agent would like to attempt another troubleshooting step, they must complete it in 20 minutes. If it hits 20 minutes mark and the issue still persist; agent should escalate the case.

We encourage them to communicating the issue with Tier 2 agent in the group chat and utilizing the Convergys Senior agent.

Case 6: Advance product device support

Agent create a case. Agent follow the escalation process as declare on Case 1.

Example: License Plate camera, Access Control Device, Thermal Camera, People Counting Camera, DSS, etc.

All Cases

• Dahua Device Model
• Dahua Device Firmware
• Dahua Device Serial Number
• Description of Issue
• NOT PRE-SALES

Note: This information must be in Salesforce before a case is escalated

Cyber Security

• Escalate Cyber Security Concerns, right away

RMA Cases

• Steps taken to try to resolve issue

3rd Party Hardware

• Name of 3rd Party Software
• Version of 3rd Party Software

3rd Party Software

• Make and model of 3rd party Device
• Firmware Version of 3rd Party Device

Remote Access Cases: DDNS & Port Forwarding

• WAN IP
• LAN IP
• HTTP Port
• TCP Port
• DDNS Address

Remote Access Cases: P2P

• Dahua Device Serial Number
• Packet Capture

Special Products: Escalate!

• Packet Capture Data needed from Customer
• DSS4004 or DSS7016
• DSS4004S2 or DSS7016-S2
• DSS Express or Pro
• EVS
• IVS Server
• Long Range Wireless APs
• Thermal Cameras
• AI Cameras
• Access Control
• Video Intercom
• Mobile Solution-DVR, NVR for Cars
• Transmission
• Digital Signage
• License Plate Capture LPC, ITC, etc.
• UVSS
• Video Matrix
• 3rd Party VMS or Software
• Body Worn Camera
• Pinhole Camera
• Drone