Support
Grievance escalation matrix.
CulinaryNomics uses this escalation matrix to route customer issues through the right support owner and keep response expectations clear. The support email channel is the centralized source for SLA tracking.
WhatsApp, or informal chat channels may be used temporarily during onboarding or clarification, but they are not covered under SLA commitments.
| Level | Team | Time to respond | Time to resolve | Criteria | |
|---|---|---|---|---|---|
| L1 | Support Team | 3 hour | ~2 hours | First contact and common operational issues. | support@culinarynomics.com |
| L2 | Senior Manager | 3 hours | ~4 hours | Escalate when an L1 item is not resolved within TAT. | escalation@culinarynomics.com |
| L3 | Leadership | 6 hours | ~6 hours | Escalate when L1 and L2 timelines have both elapsed. | leadership@culinarynomics.com |
Important information
- Each task has a predefined turnaround time.
- Escalate only when the defined TAT has passed and there are no pending dependencies from the customer side.
- Development-related tasks may require additional time.