Escalation Process

    A structured system to ensure every concern is addressed quickly and effectively.

    At Simple Service, we know issues can arise even with the best processes. That's why we've built a transparent escalation system with defined response times, from site supervisor all the way to senior management.

    Quick Response

    Acknowledgment of any request within 1 hour

    Clear Escalation

    Transparent process with defined timelines

    Guaranteed Resolution

    Follow-up until complete satisfaction

    Escalation Levels

    1

    First Contact

    Within 1 hour
    Responder: Site Supervisor

    For routine requests and minor adjustments. Immediate on-site resolution.

    2

    Level 2 Escalation

    Within 4 hours
    Responder: Account Manager

    For issues unresolved at level 1 or requiring additional resources.

    3

    Level 3 Escalation

    Within 24 hours
    Responder: Operations Director

    For complex situations requiring management intervention.

    4

    Executive Escalation

    Within 48 hours
    Responder: Executive Leadership

    For critical situations affecting client relationship or major operations.

    How to Report an Issue

    By Email

    Email your site supervisor or abe@ssimple.ca for a prompt response.

    By Email

    Email your account manager for non-urgent requests.

    Emergencies

    For emergency situations (hazardous spills, safety risks), contact our 24/7 emergency line immediately.