Escalation to a specialist

When escalation happensCopy Anchor Link

There are three ways a chat reaches a specialist.

You ask for oneCopy Anchor Link

At any point where Stratos Support offers it, choose Escalate to a specialist or Create issue for a specialist. Do this when:

• the suggested steps didn't fix it;
• the fix needs admin access to your Microsoft 365 tenant (licences, mailbox permissions, policies), which we handle for you;
• you'd simply rather talk to a person.

If a problem isn't solved after a few rounds of troubleshooting, Stratos Support suggests handing it over.

Outages are escalated automaticallyCopy Anchor Link

If your message describes an email outage, Stratos skips troubleshooting and creates a Critical issue straight away. You'll briefly see Critical issue detected while it's created. Phrases that trigger this include:

• Exchange down
• Server down
• Mail flow blocked
• Cannot send emails
• Cannot receive emails

Device compliance problemsCopy Anchor Link

For device compliance problems (a non-compliant device, a BitLocker failure, an encryption policy, or a Conditional Access block), Stratos Support first walks you through a device sync. If that doesn't restore compliance, it escalates the issue as High.

What you'll seeCopy Anchor Link

The chat is marked EscalatedCopy Anchor Link

A banner says Escalated to support and shows your issue key. Select View issue to open it, or New conversation to start something else. You'll also get an Issue escalated to support notification in your Inbox.

A specialist picks it upCopy Anchor Link

While nobody is assigned, the issue is Open. When a specialist takes it, it changes to In progress, their name appears as Assignee, and you're notified (Specialist assigned to your issue).

The specialist works with youCopy Anchor Link

Replies from the specialist appear in your chat, labelled Support specialist, and as comments on the issue. Answer in either place.

ResolutionCopy Anchor Link

When it's fixed, the person who reported the issue selects Mark as resolved on the issue and rates the experience. The issue becomes Resolved.

Response expectationsCopy Anchor Link

Support hoursCopy Anchor Link

Who handles escalationsCopy Anchor Link

TipsCopy Anchor Link

• One problem per chat. Start a New Chat for something unrelated so each issue has a clear owner and history.
• Add new information as a comment on the issue rather than starting a new chat.
• If an issue is no longer needed, select Cancel issue so the specialist can move on.