CS Contact & Escalation Process
Define contacts and escalation paths on Day 1
💡 Define your team's contacts and escalation paths on Day 1. Issues are resolved faster when everyone knows exactly who to contact and how.
Capture key stakeholders, ownership areas, and escalation routes for both the customer team and the Nova Customer Success team. Prevents delays and confusion when issues arise.
Section 1 — Customer Stakeholders
Name | Role / Title | Responsibility | Preferred Contact Method | |
| Primary Contact / Champion | Day-to-day Nova ownership |
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| Executive Sponsor | Strategic sign-off |
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| Sales/SDR Lead | Campaign execution |
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| IT / Technical Contact | Integration & data setup |
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Section 2 — Nova Customer Success Team
Name | Role | Responsibility | Contact |
| Onboarding Manager | Stages 1–4 setup and launch |
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| Customer Success Manager | Ongoing optimisation and growth |
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| Technical Support | Platform issues and integrations |
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| Escalation Contact | Issues unresolved within 24hrs |
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Section 3 — Escalation Path
Issue Type | First Contact | If Unresolved (24hrs) | Escalation Route |
Campaign performance concern | Onboarding Manager | Customer Success Manager | Monthly Business Review agenda |
Platform / technical issue | Technical Support | Escalation Contact | Priority ticket raised |
Billing or contract query | Onboarding Manager | Account Manager | Finance / legal contact |
Urgent — campaign needs to stop | Onboarding Manager (direct call) | Escalation Contact | Immediate pause actioned |
Section 4 — Response Time SLAs
Contact Type | Expected Response Time | Channel |
Onboarding Manager (in session) | Same session | Video call / Slack |
Onboarding Manager (async) | Within 4 business hours | Email / Slack |
Customer Success Manager | Within 1 business day | Email / Slack |
Technical Support | Within 4 business hours | Support ticket |
Urgent escalation | Within 2 hours | Phone / direct message |
✅ Definition of Done☐All customer stakeholders named with contact details☐Nova CS team contacts shared and saved by customer☐Escalation path understood and agreed by both parties☐SLAs reviewed and accepted
💡 Submission & Next Step›Complete during Stage 1 (Foundations) onboarding session›Shared with Onboarding Manager before end of Week 1›Stored in customer account for reference throughout onboarding
Nova — AI Outbound by Launched Tech help.launchedtech.io | [email protected]