Key Principle:

• Upward Flow Only:
  
• Concerns or complaints should always be escalated upward through the proper channels. Avoid addressing them "sideways" to peers or associates who cannot resolve the issue, as this risks creating division or misunderstandings. The chain of command ensures all matters are handled efficiently and constructively.
  
• The chart below shows who deals with issues, all resolutions and concerns require the creation of a ticket in our new ticketing system. Make sure you always submit a ticket.

Click Here to Submit Ticket

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For Technicians

QC Related Issues or QC Support

1. Report to Todd Dirando (QC Manager)
   

Payroll Issues

1. Report to Paige (Accounting & Payroll Manager)
   

Issues with Calendared Jobs or Customer Matters

1. Report to Project Managers
   

If There Are Issues with Project Managers, Paige, or Todd

1. Report to Kim (Office Manager)
   

If There Is a Problem with Kim

1. Communicate directly with Russ (President/Owner)
   

For Project Managers

General Concerns

1. Report to PM Coordinator (Amanda or Susan, whomever is assigned to you)
   

If There Is a Problem with Susan

1. Report to Kim (Operations Manager)

If There Are Unresolved Issues with Kim

1. Communicate with Russ (President/Owner).
   

For Directors of Customer Relations

Concerns Regarding Project Managers

1. Report to PM Coordinator (Susan or Amanda)
   

All Other Issues

1. Report directly to Russ (President/Owner)

For QC Team

General Concerns

1. Report to Todd Dirando (QC Manager)
   

If Unresolved

1. Report to Kim (Operations Manager)

For Travel Support

General Concerns

1. Report to Katie (Travel Manager).
   

For Unresolved Issues with Katie (Travel Manager)

1. Report to Kim (Operations Manager)
   

If There Are Unresolved Issues with Kim

1. Communicate with Russ (President/Owner)

For IT & Development Support

All IT-Related Issues

1. Report directly to Kriss Williams (Director of Development)
   

All Development Needs (Marketing, Graphics, Manuals, Presentations, etc.)

1. Report directly to Kriss Williams (Director of Development)