Docman Customer Escalation Process

Thomas Burton Updated by Thomas Burton

Docman Support Escalation Process

OneAdvanced aims to deliver exceptional service. When service falls short of expectations, we ensure customers can easily escalate their concerns for prompt resolution.

All cases should be reported through our dedicated Service Desk, which provides tracking, monitoring, and complete audit history. The Service Desk assigns an appropriate severity level to each case and escalates through our support tiers as needed. Customers can view and update their cases at any time during the resolution process using our Self-Service Portal (https://services.oneadvanced.com/)

Customers wishing to escalate a case or raise a complaint, in the first instance, should follow our complaints procedure which is listed on within our Trust Centre.

To help ensure a smooth and effective resolution, please follow the steps outlined in the escalation process. If any steps are missed, we’ll kindly guide you back to the appropriate stage so everything stays on track.

Escalation Level

Escalation To

Contact Details

1

Service Desk

https://services.oneadvanced.com/

0330 343 5000

2

Docman Support Team Leaders

Log a complaint on the portal. https://oneadvanced.service-

now.com/hub

You can find support on how to log the complaints here

3

Docman Customer Solutions Manager

ahcsupportmanagers@oneadvanced.com

4

Senior Services Director

rania.karatza@oneadvanced.com

5

Chief Services Officer

jon.harrison@oneadvanced.com

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