🗝️ Escalation guidelines help ensure development time is used effectively and user issues are resolved quickly. Proper triage avoids unnecessary delays and prevents reoccurring errors.
⚠️ Important: Always review Activity logs, Monitoring logs and user configuration before escalating.
Escalate When Errors Are System-Level
Errors appear without a clear cause in the error feed.
Multiple users report similar issues at the same time.
Automations fail despite correct setup and valid URLs.
Data inconsistencies occur between Leads List, Activity or CRM sync status.
Escalate When Core Functionality Fails
Dynamic lists stop pulling new leads unexpectedly.
Enrichment is not working despite available credits.
CRM sync fails even when configuration is correct.
Emails do not send after successful integration.
Do Not Escalate When Issues Are User Errors
Free LinkedIn accounts attempting to send connection requests with messages.
Incorrect LinkedIn search type selected.
Invalid URLs or expired Recruiter searches.
Users logged into LinkedIn during run windows.
Confirm Before Escalating
Check the Activity Feed for recent runs.
Check Monitoring for error patterns.
Validate LinkedIn limits have not been exceeded.
Confirm if the user has changed settings recently.
💡 Best Practices
Escalate only after eliminating all configuration-related causes.
Use automation IDs to speed up investigation.
Provide structured, detailed notes in ADO for quicker developer resolution.
🤔 FAQs
Q1: What if only one step repeatedly fails?
Answer: Confirm configuration first; if correct, escalate for log-level review.
Q2: Should developers be contacted directly?
Answer: No, all requests must go through ADO for tracking and prioritisation.