> For the complete documentation index, see [llms.txt](https://trustcenter.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://trustcenter.syntphony.com/trust-center/support-model/customer-support-policy/value-added-services/case-escalation.md).

# Case Escalation

Depending on the support plan purchased, PREMIER or PLATINUM, there are some ways at client’s disposal to manage the priority of an already submitted non-P1 case but your situation changes to critical.

* **Raise to P1:** This option allows you to change the priority of a case to P1 on your support case management, notifying the support team of the urgency for the case.
* **Contact the Technical Account Manager (TAM):** Only available for PLATINUM plan. In case of help and guidance, TAM can provide information about the case, and the support process to achieve the solution as fast as possible. This option should be the first one to take in case of necessity, TAM will help the client to evaluate the best way to escalate the case.

[*Back*](/trust-center/support-model/customer-support-policy/value-added-services.md)


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://trustcenter.syntphony.com/trust-center/support-model/customer-support-policy/value-added-services/case-escalation.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.