Case Escalation Procedure

Escalating an "Existing" Support Case
To escalate an existing support case contact the Technical Support Engineer that is handling the case and request that the case be escalated. You can also contact one of the Technical Support Managers. They will review the case and contact you to discuss an action plan to ensure your support case receives the level of priority and attention required.

Escalating a "New" Support Case
Log a new support case and immediately ask for the case to be escalated.One of the Technical Support Managers will review the case and contact you to discuss an action plan to ensure your support case receives the level of priority and attention required.

Once escalated, we will agree on regular times for conference calls and/or status updates as appropriate. If the case is due to a "bug", we will work with the appropriate resources, including engineering, to develop an acceptable workaround or solution. If a "Temporary Fix" is required, it will be prioritized and processed based on the severity of the problem, the impact on your business, and whether a workaround is available.