Escalation Matrix
Know exactly who to contact and when for faster resolution of any issue.
When to Escalate
Most issues are resolved by your Account Manager within 24 hours. Use this escalation guide when:
- You haven't received a response within the stated SLA
- Campaign errors are causing active financial loss
- You have a strategic disagreement you'd like reviewed
- Quality of deliverables doesn't meet the agreed brief
Escalation Levels
Level 1 — Account Manager (First Contact)
Contact: Your dedicated AM via WhatsApp or email
For: All routine queries, approvals, campaign questions, reporting
SLA: Same day response
Level 2 — Senior Strategist (If L1 Unresolved > 24 hrs)
Contact: Request your AM to escalate to the Senior Strategist
For: Strategic disagreements, performance concerns, missed KPIs
SLA: 24-hour resolution
Level 3 — Client Success Head (If L2 Unresolved > 48 hrs)
Email: success@arukz.com
For: Unresolved disputes, significant delivery failures, billing disputes
SLA: 48-hour response with resolution plan
Level 4 — Founder/Director (Critical Issues Only)
Email: hello@arukz.com (marked: URGENT – ESCALATION)
For: Catastrophic campaign errors, major contractual disputes
SLA: 24-hour response, direct call scheduled
Issue Types & Resolution Times
| Issue Type | Expected Resolution |
|---|---|
| Campaign performance query | 24 hours |
| Missed delivery deadline | 48 hours |
| Billing dispute | 5 business days |
| Ad account/technical error | Same day |
| Creative quality dispute | 72 hours |
| Strategic review request | Scheduled within 1 week |
Escalation is a tool, not a punishment. We welcome feedback at any level — our goal is your success. Don't hesitate to escalate when needed.