How to Escalate a Support Request.

Our support team always works to ensure that the appropriate resources and level of focus are applied to your request to ensure a timely resolution. If you are not satisfied with the progress of your support request, however, you can request an escalation. By invoking the escalation process, additional levels of management attention, procedure reinforcement and resource prioritization are brought to bear on resolving your support request.

Below is a flow chart of the standard escalation process.

When and how do I escalate a support request?

You can escalate a support request at any time either by speaking directly with the technician assigned or by requesting to speak with a Customer Support Engineer.

  • Your production system goes down during an upgrade or other implementation.
  • You need to communicate a critical business impact to Support Management.
  • You are dissatisfied with the responsiveness to or resolution of a support request

The escalation process is especially appropriate in the following situations:

We highly recommend that you contact Our Support by telephone or email for escalations. This will ensure that your request is directed to the appropriate resources as soon as possible to achieve a successful resolution.

What steps do I take to escalate?

First, please review the details of your support request and verify the following facts:

  • Is the problem statement correct?
  • Does the support request accurately describe the business impact?
  • If there is a workaround, is it impractical or inappropriate?Is there a critical milestone date identified in the support request?

Once you have completed this review, contact the assigned technician for your support request.

What happens once I request an escalation?

Once an escalation request has been made, the appropriate our customer support engineer will evaluate the situation and determine the appropriate resources to assign and/or process correction to make. An Customer Support Engineer specializing in the type of situation being experienced will be assigned as the primary point of contact for the issue and will coordinate with all parties involved to ensure an expedited resolution. Our Customer Support Engineer will set up a conference call with the appropriate parties to begin outlining the action plan and troubleshooting the situation.

Our Customer Support Engineer is made aware of all escalations and their current status on a daily basis. Our Customer Support Engineer will work to ensure that the appropriate resources, communication and action plans are in place to expedite resolution.

How often can I expect updates on an escalation?

As the escalation is initiated, the assigned Customer Support Engineer will work with you to determine a communication plan that fits your needs. Agreements will be made on communication mode (email, phone call, conference call), frequency, and required attendees for all updates. If required, Our Customer Support Engineer will attend any scheduled conference calls to ensure satisfaction with the current progress.

How do I de-escalate a support request?

Once the support request is back on track and making acceptable progress toward resolution, it can be de-escalated. Before the support request is de-escalated, Our Customer Support Engineer will complete the following tasks:

  • Confirm that the action plan is acceptable.
  • Ensure that the troubleshooting or root cause analysis process is on track.
  • Document in the support request your agreement to de-escalate the service request.