Executive Summary
When you encounter a critical issue in PyjamaHR—such as technical failures, security incidents, or workflow blockers—knowing how to escalate your case to management or engineering is essential for fast, effective resolution. This guide details the exact escalation process, real-world scenarios, and best practices to ensure your concerns are addressed by the right team, as quickly as possible.
Detailed Overview
What Are Escalation Paths in PyjamaHR?
Escalation paths are structured processes that ensure urgent or complex issues are promptly routed to the appropriate level of support—whether that’s frontline support, management, or the engineering team. These paths are vital for:
Technical Failures: Integration errors, broken workflows, or system outages.
Security Incidents: Suspected account breaches, fraudulent job postings, or data exposure.
Workflow Blockers: Issues preventing you from completing critical tasks, such as interview restarts or data access.
Why Use Escalation Paths?
- Faster Resolution: Directs your issue to the right experts.
- Accountability: Ensures management oversight for high-impact problems.
- Transparency: Keeps you informed about progress and next steps.
How Escalation Integrates with PyjamaHR Features
Escalation is tightly integrated with PyjamaHR’s support workflows, including:
- AI Interview Management
- Integration (e.g., Outlook) Troubleshooting
- Security & Compliance Monitoring
Escalation ensures that when standard support cannot resolve your issue, your case is prioritized and handled by senior staff or engineering.
Step-by-Step Guide: How to Escalate an Issue in PyjamaHR
1. Identify When Escalation Is Needed
Escalate if:
- You experience repeated technical errors (e.g., “Integration Failed” with Outlook).
- You face security concerns (e.g., possible account compromise, fraudulent job postings).
- Standard support responses do not resolve your issue after multiple attempts.
- You require a process outside normal platform capabilities (e.g., restarting an AI interview from the beginning).
2. Gather Required Information
Before escalating, collect:
- Detailed description of the issue (steps to reproduce, error messages).
- Screenshots or screen recordings (as requested in support conversations).
- Relevant account details (email, job posting URLs, affected candidate data).
3. Initiate Escalation via Support
Contact PyjamaHR Support through chat or email.
Clearly state: “I would like to escalate this issue to management/engineering.”
Provide all gathered information up front.
Example from Real Conversation:
“If you cannot do this, please provide me an escalation point of contact.”
— Customer requesting escalation for AI interview restart
4. Support Triage and Escalation
Support will attempt standard troubleshooting first.
If unresolved, support will escalate to engineering or management (as seen in: “We’ve escalated this to engineering, they’re checking on priority”).
You will be informed of the escalation and next steps.
5. Follow Up and Resolution
Support or engineering will provide updates and solutions.
For security incidents, management may coordinate direct communication with affected parties (e.g., “We’ll email the affected candidates from our end and cc you the text of the email”).
6. Request Direct Management Contact (If Needed)
If you require direct management involvement, request a point of contact or ask to be cc’d on communications.
Advanced Usage & Best Practices
Power User Tips
Always provide screen recordings or screenshots when reporting technical issues—this speeds up engineering triage.
Document all steps you’ve tried before escalation to avoid repeated troubleshooting.
For security incidents, request a summary of actions taken and ask to be included in candidate communications.
Optimization Strategies
Use the same email thread for all escalation-related communication to maintain context.
For integration issues, try disconnecting and reconnecting accounts as advised, but escalate if the error persists.
Do’s and Don’ts
Do:
- Escalate only after standard troubleshooting steps.
- Be specific and concise in your escalation request.
- Provide all requested evidence (recordings, logs).
Don’t:
- Repeatedly send the same request without new information.
- Attempt to bypass support unless the issue is urgent and unresolved.
Troubleshooting & Common Issues
Common Error Messages & Solutions
“Integration Failed” (Outlook/Calendar):
Try disconnecting and reconnecting the integration.
If unable to disconnect, request support to escalate to engineering.
AI Interview Cannot Be Restarted:
Interviews resume from where you left off; full restart is not supported by default.
If continuity issues persist, escalate for management review.
Security/Fraudulent Job Posting:
Provide all available details (job URL, date, screenshots).
Request escalation to management for candidate notification and investigation.
What If Scenarios
What if support repeats the same solution?
Politely request escalation: “I’ve tried the suggested steps, but the issue persists. Please escalate to engineering.”
What if you need to notify affected candidates?
Ask support to coordinate communication and to be cc’d on all messages.
What if you need a direct escalation contact?
Request a management point of contact explicitly.
Comprehensive FAQ
1. How do I escalate a technical issue to engineering?
Contact support, provide details, and request escalation. Support will confirm when engineering is involved.
2. Can I restart an AI interview from the beginning?
No, interviews resume from where you left off. Escalation may be possible in rare cases, but is not standard.
3. What should I do if my integration fails and I can’t resolve it?
Provide a screen recording and request escalation to engineering.
4. Who handles security incidents or fraudulent job postings?
Management and engineering coordinate on these cases. Escalate immediately with all details.
5. Can I get a list of affected candidates in a security incident?
Yes, support can provide this after escalation.
6. How will I know my issue has been escalated?
Support will confirm escalation and provide updates.
7. Can I contact management directly?
Request a management point of contact via support if needed.
8. What information should I provide when escalating?
Detailed description, error messages, screenshots, and relevant account/job details.
9. How long does escalation take?
Timelines vary by issue severity; support will provide updates.
10. What if I’m not satisfied with the resolution?
Request further escalation or a management review.
Related Features & Next Steps
AI Interview Management: [See AI Interview Troubleshooting Guide]
Integration Setup: [See Email & Calendar Integration Help]
Security & Compliance: [See Security Incident Response Process]
Candidate Communication: [See Bulk Emailing Candidates]
Recommended Next Steps:
- Review your escalation history in the support portal.
- Set up notification preferences for escalated case updates.
- Bookmark this article for future reference.
Still need help?
Contact PyjamaHR Support and request escalation if your issue is urgent or unresolved after standard troubleshooting.
Article last updated: June 2024
Based on real customer scenarios and PyjamaHR best practices.