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.

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