Escalation Process
How to get support from Sedna, and how to escalate if a case isn't moving at the pace or level you expect.
1. Purpose
This document sets out how customers can get support from Sedna, and how to escalate if a case isn't moving at the pace or level they expect.
2. Scope
This process covers support queries: technical issues, bugs, and questions about how the product works. It does not cover commercial matters such as renewals, pricing, contract changes, or account strategy, which should go to Customer Success directly rather than through the support channels below.
| If your issue is about… | It's a… | Go to |
|---|---|---|
| Something not working, an error, or a bug | Support query | Support |
| "How do I do X" in the product | Support query | Support |
| Adding or removing users, or changing permissions | Support query | Support |
| Setting up or troubleshooting an integration | Support query | Support |
| Your renewal, pricing, or contract terms | Success query | Success |
| Adding a significant number of users or expanding to a new product | Success query | Success |
| A pattern of unresolved support issues affecting your relationship with Sedna | Success query | Success |
| A question about your account strategy or where the relationship stands | Success query | Success |
If a support ticket has been open a long time without resolution and is affecting your confidence in the platform, your CSM should already be aware. If they're not, loop them in directly.
3. Getting support
For Sedna Email and Pre-fixture customers, raise your issue through your usual channel: email support@sedna.com, raise a ticket via the Help Centre, or use in-app chat where it's enabled for your account. For Sedna VMS customers, raise your issue through your support portal.
4. Escalation stages
| Stages | How to reach them |
|---|---|
Support S1 |
Support team, via your usual channel above |
Support S2 |
Head of Support, Leslee Jainath. Email support@sedna.com with ‘Manager Escalation' in the subject line or add it to an existing ticket |
Customer Success S1 |
Customer Success team. Email success@sedna.com, marked for the relevant contact's attention |
Customer Success S2 |
Head of Customer Success, Charlie Gifford. Email charlotte.gifford@sedna.com or WhatsApp +44 7741 560461 |
Beyond this, we will bring in the relevant member of the executive team based on the nature of the issue.
5. Severity
| Tier | What it means for you |
|---|---|
| Critical | You've lost the ability to work in Sedna Email, Pre-fixture or VMS, or there's a confirmed financial, data integrity, or security impact. This gets a response the same day, including a phone call where the situation warrants it, not only a written update. |
| High | A core feature is unavailable or unreliable, with no reasonable workaround, and it's affecting your day-to-day operations. |
| Medium | Something isn't working as expected, but a workaround exists or the impact is contained. |
| Low | A question, a feature request, or something we should know about that isn't stopping your work. |
For more details around response time and SLA, please refer to our Master Services Agreement.
6. What to expect
Response times and communication method scale with severity, as set out above. Critical issues get a response the same day, and where the situation warrants it, that response is a phone call rather than a written update. For High, Medium, and Low issues, updates are provided in writing at the cadence appropriate to the severity, and calls are arranged where they'll move the issue forward.
7. Criteria for closing an escalation
The agreed objectives are met, a monitoring period has passed without recurrence, both sides agree to downgrade the severity, you confirm the issue is resolved, or there's a mutual, documented decision that it can't or won't be resolved.
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