Submit a ticket My Tickets
Welcome
Login  Sign up

Alloy Escalation Policy

Last Review date: April 2019


Overview

This document outlines the organization's policy for reporting failures, concerns, incidents, and complaints from employees, vendors, suppliers, customers, volunteers or members of the public.


Escalation Process

Basic Process

Alloy has a number of processes in place to allow our employees, vendors, suppliers, customers, volunteers or members of the public to report failures, concerns, incidents, and complaints. At a minimum level the steps for reporting are as follows:

  1. Email the concern to support@alloy.co

    • This concern will be reviewed within 48 hours at a minimum and triaged according to the Alloy Complaint and Dispute Resolution Policy.

  2. Escalation Process: For each complaint that cannot be resolved to the complainant’s satisfaction within the 45 day window outlined in the above policy, the Complaint Handling and Dispute Resolution Coordinator will inform the complainant in writing that they have the option to pursue resolution of their complaint with the organization’s external Dispute Resolution Officer / Mediator and provide details about how to access them.


For anonymous reporting Alloy employees, vendors, suppliers, customers, volunteers or members of the public may use Alloy’s hotline and reporting dashboard:

 To file a report, provide client code Alloy and simply do one of the following:

  • Visit www.RedFlagReporting.com and click on “File a Report”

  • Call 1-877-647-3335

  • Text RFR to 234-231-9005

  • You may also use the following (be sure to be detail oriented, provide our client code, and indicate if you wish to be anonymous or not):

    • Fax to 330-572-8146

    • Email to redflag@redflagreporting.com

    • Mail to RFR, P.O. Box 4230, Akron, Ohio 44321

Please refer to Alloy’s Whistleblower Protection Policy for more information on the above.


Customer Process

In addition to the steps outlined within the Basic Process Alloy Customers are welcome to follow the below steps in reporting concerns:


  1. For tier 1 issues (critical to business function, security or compliance):

    1. First call the Alloy support line on: 844.382.5569, 

    2. If two calls are unanswered email your customer success representative, highlighting the level of urgency within the email title

    3. If unanswered within 15 minutes message the Alloy team via your customer slack channel

    4. If no response within 15 minutes email support@alloy.co, highlighting the level of urgency within the email title

  2. For tier 2 issues (with high potential to impact to business function, security or compliance): 

    1. Email your customer success representative highlighting the level of urgency within the email title

    2. If unanswered within 12 hours call the Alloy support line on: 844.382.5569 

    3. If unanswered after two attempts email support@alloy.co, highlighting the level of urgency within the email title

  3. For tier 3 issues (all other concerns):

    1. Either email concerns to support@alloy.co or direct to your customer success manager. This concern will be reviewed within 48 hours at a minimum and triaged according to the Alloy Complaint and Dispute Resolution Policy.

    2. Escalation steps are as outlined within the above policy.


Vendor / Supplier Reporting Process

Prior to the steps outlined within the Basic Process Alloy Customers are welcome to follow the below steps in reporting concerns:

  1. For tier 1 issues (critical to business function, security or compliance):

    1. First call the Alloy support line on: 844.382.5569, 

    2. If two callas are unanswered email your vendor manager at Alloy, highlighting the level of urgency within the email title

    3. If no response within 15 minutes email support@alloy.co, highlighting the level of urgency within the email title

  2. For tier 2 issues (with high potential to impact to business function, security or compliance):

    1. Email your vendor manager at Alloy, highlighting the level of urgency within the email title

    2. If unanswered within 12 hours call the Alloy support line on: 844.382.5569 

    3. If unanswered after two attempts email support@alloy.co, highlighting the level of urgency within the email title

  3. For tier 3 issues (all other concerns):

    1. Either email concerns to support@alloy.co or direct to your vendor manager at Alloy. This concern will be reviewed within 48 hours at a minimum and triaged according to the Alloy Complaint and Dispute Resolution Policy.

    2. Escalation steps are as outlined within the above policy.


Employee Reporting Process

Prior to the steps outlined within the Basic Process Alloy Customers are welcome to follow the below steps in reporting concerns:

  1. For tier 1 issues (critical to business function, security or compliance): 
    1. First contact your manager via email, phone or in person 

    2. If you do not hear back from them within 15 minutes contact one of the executive team via email, phone or in person  

  2. For tier 2 issues (with high potential to impact to business function, security or compliance): 
    1. First contact your manager via email, phone or in person 

    2. If you do not hear back from them within 12 hours contact one of the executive team via email, phone or in person  

  3. For tier 3 issues (all other concerns): 
    1. Either email concerns to founders@alloy.co or direct to your manager at Alloy. This concern will be reviewed within 48 hours at a minimum and triaged according to the Alloy Complaint and Dispute Resolution Policy.

    2. Escalation steps are as outlined within the above policy.


Review & Maintenance

This policy is reviewed annually or when new customer, vendor or employee related policies are released.

For any questions related to this policy please contact: support@alloy.co


E
Edwina is the author of this solution article.

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.