Overview
Emergency customer escalations require immediate action to address critical risks affecting customers or Samsara. This guide provides a streamlined process for employees to initiate and escalate such cases effectively.
Defining an Emergency Escalation
An emergency escalation is a situation that poses an immediate threat to life, safety, property, or critical business operations. Such escalations demand swift and coordinated action.
Workflow for Emergency Escalations
Submit the Request:
- Email escalations@samsara.com with detailed information about the issue, including the nature of the risk, customer details, and any relevant supporting materials.
Escalation Criteria:
- Clearly state if the situation involves danger to life, property, or legal risk.
Legal involvement is required in the following scenarios:
- Escalations involving customers with an Annual Contract Value (ACV) of $100k+.
- Allegations of harm to property or person.
- Potential litigation risk to Samsara.
Note: For other escalations, refer to the Customer Escalation Playbook.
Non-Emergency Escalations
For non-emergency escalations, follow the Customer Escalation Playbook, available in the #ask-support-pmo Slack channel. This guide provides detailed instructions for resolving routine issues.
Important Contacts
- Escalations Team: escalations@samsara.com
- L&D Slack Channel: #ask-support-pmo
- Customer Support: customersupport@samsara.com