EE will be the EE point of contact for all T&S related escalations. EE can request an investigation of a specific MO or behavior from TSI. TSI will also investigate for general suspicious activity. Providing the context of the escalation will allow TSI to understand where to look first if you aren’t sure.
TSI will be able to provide the following:
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Reviews and re-reviews on suspicious activity
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Advisement on current policies and procedures
TSI will follow the current SLAs:
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Social media escalations = 8 business hours, ASAP
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EE = 12 hours
TSI coverage hours:
Coordinating an escalation with TSI
For an investigation:
EE will send requests via the TSI escalation distro tns-investigations-escalations@upwork.com, CC’ing Katt and Charlene, and include the following information:
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In the Subject Line Include:
- This will make sure that Becky's team is aware of the general time frame as soon as they receive the request. If it's more urgent than normal, please ping in the room after sending the email so they're aware.
- what kind of an escalation it is. (Social Media, EE/Legal, email escalation/ticket)
- and the UID or name.
- Request for TSI (ex: investigate for X, policy on Y)
- UIDs involved
- Relevant info from the escalation (ex: CL claims FL logging in from China IPs)
- Any findings or evidence to support theory (what you found during your investigation into the issue)
- If your findings/evidence includes conversations from Lithium, include SS of the conversation as TSI does not have access to Lithium
- Any specific questions you need answered (ALL information pertaining to your question/concern should be in the email, not the dash room)
- Exception: If the escalation/issue relates to or involves an INTERNAL person, DO NOT send an email to the team or reach out in the Dash room. Instead, please email Becky Fulton directly and CC Charlene and Katt.
TSI will work the escalation and provide the relevant details including all answers to questions back in the ticket. Screenshots will be provided when relevant for additional clarity.
If the investigation is urgent, please ping the TSI Support for EE dash room to get team attention.
For all easily answered T&S questions:
EE can contact TSI through the “TSI support for EE” dash room.
NOTE: Investigation requests require an email for work tracking purposes.