For organisations with internal IT teams, Espria provides escalation support for complex issues that require deeper expertise.
IT Escalation Support Espria services are designed around structured standards but can be configured to suit each client’s operational context. Response targets, governance cadence, reporting depth and integration methods may all be tailored to reflect industry requirements, geographic coverage or internal IT maturity, ensuring consistent quality while enabling bespoke outcomes.
Inclusions
- Third-line escalation support for internal IT teams
- Major incident management and after-action reporting
- Non-standard service request handling (configuration changes, DNS updates etc.)
- Root cause analysis and advanced troubleshooting
Exclusions
- Standard first-line user support
- Hardware procurement
- On-site visits (unless separately scoped)
- Prerequisites
- Minimum Escalation Route (MER) agreed with internal IT team
- MyEspria portal access enabled
SLA Targets
P1: Resolution within 4h
P2: Resolution within 6h
P3: Resolution within 12h
P9 (Service request): 5 working days
Reporting & Dashboards
- Incident closure summaries
- Major Incident Reports (MIR) post-resolution
- Escalation logs shared via governance reviews
Licensing & Dependencies
- Microsoft Teams integration for portal access
- Internal IT team to complete first-line triage before escalation
Optional Add-ons
- Extended hours support
- On-site escalation resource
- Strategic IT consultancy