Escalation Flow
From first report — whether a machine breakdown or a general issue — to close-out, including where the ticket escalates if it isn't resolved inside the 48-hour window.
A ticket is raised
Three entry points to log and capture the issue quickly and accurately.
Laundry Manager raises a Maintenance ticket in the Cryotos app — scan the QR code on the machine, or raise the complaint manually.
Employees or customers can raise a General Ticket using the QR code, or the short URL below.
Engineer assigned & ticket resolved
The Engineering REM / HQ Technical Support assigns an engineer and resolves the ticket within the 48-hour TAT.
Is the issue resolved?
Level 1 — Regional Engineering Manager
Escalate to the Regional Engineering Manager mapped to the site — see the REM assigned in the Site Directory below.
Level 2 — Sr VP Engineering & Business Strategy
If the delay continues, escalate directly to the Sr VP.
Level 3 — Co-Founder & CTO
Final point of escalation for unresolved delays.
End
Ticket closed and resolution confirmed.