Structured escalation ensures high-volume stores maintain uninterrupted operations and quickly resolve complex issues.
How Escalation Works #
-
Tier 1: Internal troubleshooting — check configuration, debug logs, and Sandbox transactions.
-
Tier 2: HesabPay Support — provide logs, transaction IDs, and environment details.
-
Tier 3 (Enterprise SLA): Immediate live diagnostics, hotfix deployment, and 24-hour resolution for critical production issues.
Implementation Steps #
-
Document internal troubleshooting steps.
-
Collect logs, screenshots, and transaction IDs before escalation.
-
Contact HesabPay Priority Support with detailed context for faster resolution.
Enterprise Tip #
Pro users with Advanced Debug Tools can pre-analyze logs and provide structured reports to support teams, reducing resolution times.
Testing and Validation #
-
Simulate minor errors in Sandbox mode.
-
Verify internal escalation protocols work as intended.
-
Track response times against SLA commitments.
Maintaining Escalation Readiness #
-
Train staff on correct log collection, basic debugging, and escalation triggers.
-
Keep internal documentation up to date for recurring issues.
Conclusion:
A clear, tiered escalation process minimizes downtime, ensures rapid troubleshooting, and safeguards revenue and customer trust for enterprise merchants.
