01 / 05
First-Line Support
- Responder
- Support desk technician
- Method
- Phone, email, or ticket
- Actions
- Log issue, gather information, attempt basic troubleshooting
- Timeframe
- Immediate acknowledgment
- Trigger
- Issue not resolved within 30 minutes
🪜 Support · Escalation
Service Escalation Process
DEL follows a structured 5-level escalation process to ensure every support issue is resolved efficiently and effectively — from first-line triage to manufacturer-level engineering and RMA.
5
escalation levels
15 minutes
P1 · Level 1 Response
4–8 hours
P1 · Total Resolution Target
3–10 days
Replacement / RMA
How a support ticket moves through DEL
Every ticket follows the same structured path — each level has clear ownership, methods, timeframe, and escalation triggers. The full ladder is below; the priority matrix follows.
02 / 05
Remote Technical Support
- Responder
- Senior technical engineer
- Method
- Remote access, phone guidance
- Actions
- Deep diagnostics, configuration review, remote remediation
- Timeframe
- Within 2 hours of Level 1 escalation
- Trigger
- Issue not resolved within 2 hours
03 / 05
On-Site Field Engineer
- Responder
- Field service engineer
- Method
- On-site visit
- Actions
- Physical inspection, hardware replacement, on-site repair
- Timeframe
- Per SLA — 2 to 24 hours depending on location
- Trigger
- Hardware fault requiring manufacturer involvement
04 / 05
Manufacturer / Vendor Escalation
- Responder
- Vendor technical support team
- Method
- Vendor support portal, direct engineer engagement
- Actions
- Advanced diagnostics, firmware patches, engineering review
- Timeframe
- 24 to 72 hours
- Trigger
- Defect requiring vendor RMA or engineering fix
05 / 05
Replacement / RMA
- Responder
- DEL logistics + vendor
- Method
- RMA process
- Actions
- Advanced replacement, depot repair, or credit
- Timeframe
- 3 to 10 business days
- Trigger
- Replacement received and verified
Priority matrix — response & total resolution
Total resolution time combines Level 1 response plus Level 3 on-site dispatch plus engineering work. AMC customers receive tighter targets.
01 / 04
P1 — Critical
- Level 1 Response
- 15 minutes
- Level 3 On-Site (Dhaka)
- 2–4 hours
- Total Resolution Target
- 4–8 hours
02 / 04
P2 — High
- Level 1 Response
- 30 minutes
- Level 3 On-Site (Dhaka)
- 4–8 hours
- Total Resolution Target
- 8–24 hours
03 / 04
P3 — Medium
- Level 1 Response
- 2 hours
- Level 3 On-Site (Dhaka)
- 8–24 hours
- Total Resolution Target
- 24–48 hours
04 / 04
P4 — Low
- Level 1 Response
- 4 hours
- Level 3 On-Site (Dhaka)
- Next business day
- Total Resolution Target
- 48–72 hours
5-Level Path
The ladder starts with a ticket
Every ticket enters at Level 1 with an SLA clock attached — submit yours and track it through to resolution.