ESCALATION MARTIX

We consider our each of our customers as an asset of our company, we always strive towards providing the services that our customers are looking for in the best possible manner. themes Stock is also known for its transparency and strong business ethics which we uphold at all times.

We make sure we address any issue that our customer might be facing and work towards resolving them as swiftly as possible without causing any inconvenience to our beloved customers. Also, all our communication channels are open at all times to our customers so that they can contact our team directly or any one in our organization up to the Management. Themes Stock believes in building long lasting relationship with all its customers.

In Themes Stock, complaints can be assigned to a primary (Level 1) management and can be escalated to two next levels automatically. These levels are called Level 2 and Level 3 respectively. Administrators can assign Level 1, Level 2 and Level 3 owners.

Once the Level 1, Level 2 and Level 3 owners are defined, here is the how this works:

1. Any complaint of a given category will by default be assigned and notified by email to the Level 1 management of that category.

2. If the complaint is not resolved with in X number of days (X is the the number presented in the “Escalation window to L2” field), the complaint will be escalated to Level 2 owner by email.

3. If the complaint is not resolved with in Y number of days (Y is the the number presented in the “Escalation window to L3” field), the complaint will be escalated to Level 3 owner by email.

At every escalation, L1/L2/L3 management can receive SMS notifications as well if the SMS checkbox was selected at the time of defining escalation paths.

Please note that specifying L2, L3 levels is not mandatory. Once can just set Level 1 owner or only Level 1 and Level 2 owners based on your society needs.