Blue360 aims to resolve all client issues quickly through our support system. However, if a ticket or complaint remains unresolved, we provide a clear escalation process. This ensures that concerns are reviewed at higher levels and handled fairly. This article explains how to escalate an issue and what steps Blue360 follows internally.
When to Escalate an Issue
- If your ticket has not received a response within the standard SLA time
- If the provided solution does not resolve the issue
- If the matter is urgent and requires higher priority attention
- If you believe your concern has not been handled fairly
Steps to Escalate
- Step 1: Reply to the original ticket or email to indicate that the issue remains unresolved
- Step 2: Request escalation by stating “Escalation Required” in the subject or message
- Step 3: If still unresolved, email info@blue360.in and mark your concern as an escalation
- Step 4: If urgent, you may also use the official WhatsApp contact from the Blue360 website
- Step 5: If none of the above resolves your concern, raise it with the grievance officer using the legal grievance email
How Blue360 Handles Escalations
- Escalated tickets are prioritized and reviewed by senior support staff or project managers
- Complex or sensitive issues may be assigned to department heads for review
- Clients are given a clear timeline for next steps once the escalation is logged
- Updates are shared via email or WhatsApp until resolution is achieved
Client Responsibilities
- Always provide your ticket ID or project details when escalating
- Use the correct escalation channel before contacting the grievance officer
- Do not raise the same escalation across multiple channels at the same time
- Allow Blue360 reasonable time to review and provide a resolution after escalation
FAQs
Q: How long should I wait before escalating?
You can escalate if your issue has not been addressed within the standard SLA timeline.
Q: Who handles escalations at Blue360?
Escalations are reviewed by senior support staff or project managers, and if required, department heads.
Q: Can I go directly to the grievance officer?
No. Clients should first use regular support and escalation channels. The grievance officer is for unresolved or legal matters only.
Q: Can I escalate through WhatsApp?
Yes, if the issue is urgent. Use the official WhatsApp number listed on the Blue360 website contact page.
Q: What if my issue is still not resolved after escalation?
You may contact the grievance officer using the legal grievance email. Details are provided in the grievance policy.