Escalation Matrix

Level	Purpose	Contact	Target response
Level 1	General support, onboarding questions, login help, basic printer or billing guidance	support@buzbill.com	Within 1 business day
Level 2	Subscription, setup, migration, invoice, printer configuration, report mismatch or unresolved support issue	escalation@buzbill.com	Within 2 business days
Level 3	Critical outage, data access concern, unresolved complaint or management escalation	grievance@buzbill.com	Within 3 business days
Privacy	Privacy request, consent withdrawal, access, correction, deletion or grievance	privacy@buzbill.com	As required by applicable law
Security	Suspected vulnerability, account compromise or security incident	security@buzbill.com	Prioritised based on severity
Legal	Legal notices, terms, contracts or compliance correspondence	legal@buzbill.com	Within 5 business days

Before raising an escalation

Please include your business name, registered phone number, outlet name, invoice or subscription ID, affected user, screenshots or bill numbers where relevant, and a short description of the issue. This helps BuzBill investigate faster.