This Escalation Matrix defines clear points of contact (POCs), responsibilities, and availability in case of any operational incidents related to e-motorbikes, battery swapping, rider support, or data management.

1. Level 1 — Rider & DSP Support (Frontline Response)

Purpose: Immediate operational support for riders and DSP managers.
Availability: 24/7
Channels:

• In-App Support (Wize Power App)
• Rider Hotline (24/7)
• WhatsApp Support (DSP Group)

Responsible Team:

• Rider Support Agent
• Station Operations Controller

Typical Issues:

• Battery swap failure
• Station cabinet not opening
• Rider onboarding issues
• Wallet/KM balance problems
• Simple technical queries

2. Level 2 — Operations Supervisors (Issue Validation & Field Action)


Purpose: Escalation when Level 1 cannot resolve within 15 minutes.
Availability: 24/7
Channels:

• Supervisor Hotline
• Telegram/WhatsApp Ops Channel

Responsible Team:

• Field Operations Supervisor
• Station Technician On-Call

Typical Issues:

• Station downtime investigation
• Multiple failed swaps at one location
• Rider lockout due to repeated payment failures
• Hardware reset required
• Interference with Amazon delivery routes

3. Level 3 — Technical & System Support (Platform / API / Data)

Purpose: Deep technical investigation, API support, and system-level fixes.
Availability: 09:00–23:00 (UAE Time), Emergency on-call
Channels:

• Support Ticket (Zoho Desk)
• Email support
• API Incident Channel

Responsible Team:

• Backend Engineering
• Mobile App Engineering
• Data & Integrations Team

Typical Issues:

• App login/API failures
• Rider wallet charging logic
• Data-sharing for Amazon dashboards
• Telemetry errors (bike or battery)
• Route optimization / geofencing issues
• Integration issues with Amazon DSP systems

4. Level 4 — Management Escalation (Service Level + Compliance)


Purpose: SLA enforcement, high-impact operational issues, or multi-station failures.
Availability: 10:00–20:00 (UAE Time), emergency escalation possible
Channels:

• Direct email
• Scheduled call
• Senior DSP/Amazon meeting

Responsible Team:

• Operations Manager
• Service Quality Manager
• Fleet Performance Lead

Typical Scenarios:

• Repeated SLA violations
• Long-term downtime of strategic stations
• Rider availability affecting Amazon KPIs
• Structural issues in DSP operations
• Data discrepancies affecting billing or CEO dashboards

5. Level 5 — Executive Escalation (Critical Incidents)


Purpose: High-severity incidents impacting safety, SLA compliance, or Amazon’s core operations.
Availability: On demand
Channels:

• Direct call
• Email escalation
• Crisis meeting

Responsible:

• Wize Power COO
• Wize Power CEO
• Amazon DSP Leadership (if applicable)

Trigger Examples:

• Major safety incident
• City-wide outage or network-level disruption
• Vendor-level failures requiring contractual decisions
• Mission-critical failures during Amazon peak hours

Contact Directory (POCs)

Rider & DSP Support (Level 1)

Email: support@wize.ae
In-App Chat: Available 24/7

Ops Supervisor (Level 2)


Hotline: +971 58 575 8119
WhatsApp: +971 58 575 8119


Technical Support (Level 3)


Email: support@wize.ae


Operations Management (Level 4)


Email: support@wize.ae


Executive Escalation (Level 5)

CEO: al@wize.ae

Escalation Flow (Simplified for Website)

1. Rider or DSP raises issue via app / hotline →
2. Level 1 responds instantly →
3. If unresolved in 15 min → escalates to Level 2 →
4. If technical/system issue → escalates to Level 3 →
5. If SLA or critical operational impact → Level 4 →
6. For critical or safety incidents → Level 5