Legal · Updated 23 May 2026
Customer Escalation Path
This document sets out the AdoptIQ customer escalation path. It complements the support process and reflects the dispute-resolution ladder in the Master Services Agreement §10.
Level 1 — Customer Success
First point of contact: your named Customer Success Lead. Most service questions resolve here within one business day.
Email: success@adoptiq.co.uk.
Level 2 — Head of Customer Success
If an issue is not resolved at Level 1 within 5 business days, the Customer may escalate in writing to the Head of Customer Success. Acknowledgement within 1 business day; substantive response within 5 business days.
Level 3 — Executive sponsor
Material commercial or contractual disputes escalate to the AdoptIQ CEO and the Customer's nominated executive sponsor. The parties will attempt good-faith resolution within 20 business days of escalation.
Level 4 — CEDR mediation
If the dispute is not resolved at Level 3, either party may refer the dispute to mediation under the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure, with a single mediator agreed between the parties (and failing agreement, appointed by CEDR), per MSA §10.
Each party bears its own costs of mediation; the mediator's fee is split equally.
Level 5 — Courts
Nothing in this escalation path prevents either party from seeking interim or injunctive relief from the courts of England & Wales at any time.