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When to Escalate

This guide defines what each support level is responsible for, and when to escalate an issue to the next level.

Support Levels

Level 1 (L1) -- Tier 1 Support / Helpdesk

You handle these issues:

  • Restart the application
  • Verify that the correct validation mode is selected
  • Check that hardware is physically connected (cables, power)
  • Check that hardware shows "Connected" in Diagnostics
  • Verify basic network connectivity (ping)
  • Check for obvious configuration errors (invalid JSON, wrong IP)
  • Guide operators through normal workflows (turning validation on/off, loading jobs)
  • Try the default PIN (867530) for locked Settings
  • Check the log file for known error messages
  • Check the export queue for backed-up files
  • Verify firewall ports are open

Typical resolution time: Immediate to 30 minutes

Level 2 (L2) -- Senior Support / Plant Technician

Escalate to L2 when:

  • Configuration changes are needed (editing appsettings.json settings beyond simple fixes)
  • Hardware needs replacement or reconfiguration (camera repositioning, antenna adjustment, USB port change)
  • RFID antenna tuning is needed (power levels, RSSI thresholds)
  • Network infrastructure issues that require site IT involvement
  • Export endpoint configuration changes (URL, credentials)
  • Teasdale midnight rollover did not work and pallets need manual adjustment
  • BarTender template changes or printer reconfiguration
  • CoreScanner SDK needs reinstallation
  • Database override files need to be cleaned up

Typical resolution time: Same day

Level 3 (L3) -- Development Team

Escalate to L3 when:

  • A bug is suspected (behavior does not match documentation)
  • An error message is not listed in any troubleshooting document
  • The problem persists after all L1 and L2 steps have been followed
  • A new feature or change is requested
  • The application crashes repeatedly with the same error
  • Export data is being created incorrectly (mapping errors)
  • Validation logic appears to be wrong (correct data being rejected)
  • Hardware communication protocol issues (camera data format changed, Arduino firmware problems)

Typical resolution time: 1-2 business days

Escalation Criteria by Severity

Critical -- Escalate Immediately

The production line is stopped or data is being lost.

Examples: - Application will not start and no workaround exists - All validations are failing with no apparent configuration cause - Data loss is occurring (exports failing with no recovery) - Security concern (unauthorized access, credential exposure)

Action: Escalate directly to L3 with all available diagnostics. See Collecting Diagnostics.

High -- Escalate Same Day

Significant impact on operations, but a workaround may exist.

Examples: - A major feature is not working (exports, imports, label printing) - Hardware repeatedly disconnects after being fixed - Intermittent validation failures that cannot be explained - Performance degradation (system noticeably slower)

Action: Complete all L1 troubleshooting steps, then escalate with documentation of what was tried.

Medium -- Escalate Within 48 Hours

Moderate impact, operations can continue.

Examples: - Minor feature not working (specific UI element, non-critical display) - Intermittent issue that resolves on its own - Documentation gap discovered - Configuration improvement suggestion

Action: Document the issue thoroughly and escalate during normal business hours.

Low -- Escalate Within 1 Week

Minimal impact on operations.

Examples: - Cosmetic UI issue - Enhancement request from site - Feature request - Documentation update needed

Action: Create a written description and submit through normal channels.

What NOT to Escalate

These should be resolved at L1 or L2:

Issue Why It's Not L3
Known configuration issues documented in troubleshooting guides Configuration fix, not a bug
Operator training (does not know how to use a feature) Training issue
Physical hardware failure (camera broken, cable damaged) Hardware replacement, not software
Network outages, firewall changes Site IT responsibility
Power issues (UPS, outlet, power strip) Facilities issue
Printer out of paper/ribbon Consumables
Wrong product on the line causing GTIN mismatch Operator error
Import file from DCOM/Matthews has wrong data Upstream data source issue

Escalation Process

  1. Complete L1 troubleshooting -- follow the relevant decision tree to completion.
  2. Collect diagnostics -- see Collecting Diagnostics.
  3. Fill out the escalation template -- see Escalation Template.
  4. Submit through the standard escalation channel.
  5. Note any temporary workaround in the escalation (for example, "restarted the application and it is working for now").