Escalation of tickets to 2nd line support

1. Tickets logged on the ticket system via clients should remain in hte general folder until the relevant Gamco staff
member takes ownership of the ticket.

2. If a ticket is move to your name by a Supervisor, it becomes your duty to attend to the clients query, and an update
should be sent to the client accordingly.

3. If you are unsure of what the client is requesting in the ticket, you can move the ticket to someone else who has more
knowledge/expertise of the problem.

4. If the query is a technical query, and a 1st level technician cannot attend to the problem query, then only can the
ticket be escalated to 2nd line support.Ensure that the query is first dealt with and discussed with the senior in
1st line support before escalateing it tot a 2nd line technician.

5. Once ticket has been handed over from 1st line technical support to 2nd line, it is important to notify the client that
his/her is being atatended to, and once you get an update from 2nd line, you can then call the client and update him/her
accordingly.