When to Escalate a Problem

At Mosaic Doors, we aim to resolve issues quickly through our standard support channels. However, there are times when a situation requires urgent attention or a higher-level response. In those cases, you can escalate your concern directly to our leadership team.

When Should You Escalate?

Use the [e-mail] email address if:

• You’ve submitted a service or support request but haven’t received a timely or satisfactory response

• A problem is impacting a jobsite, inspection, or closing schedule

• You’re experiencing repeated communication delays or unresolved issues

• You need help coordinating across departments (sales, design, production, service)

• There’s a major concern affecting your client relationship or reputation

What to Include in Your Escalation Email

To ensure a prompt and focused response, please include:

• The original request or order number

• A clear description of the issue and any prior steps taken

• Who you’ve already communicated with and when

• Any attachments (screenshots, photos, PDFs, emails) that help explain the situation

• Your contact info and preferred callback time (if needed)

Where It Goes and Who Sees It

Emails to [e-mail] go directly to a senior team member responsible for cross-departmental resolution. This address bypasses standard ticket queues for urgent or time-sensitive concerns.

Expected Response Times

• During business hours (Mon–Fri): You can expect a response within 4 hours

• After hours or weekends: We’ll respond by the next business day

• If your issue requires a call, we’ll reach out directly or schedule a follow-up

A Note on Routine Requests

For general inquiries (order updates, service calls, install questions), please continue to use:

• [e-mail] — Technical and service-related issues

• [e-mail] — Product configuration and architectural support

• [e-mail] — New orders, pricing, and proposals

The escalation process is reserved for situations where standard channels haven’t resolved the issue, or where immediate action is needed.

Need help deciding whether your issue qualifies for escalation? Start with [e-mail] — and if needed, we’ll direct you from there.