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Escalations

Starting July 8th, 2022 we have improved how Cases are Escalated. The reasons for this process improvement include:

  • Better tracking and more efficient handling of escalation requests
  • Improved consolidation of communication streams and information
  • Increased compliance with data privacy laws

1. Requesting escalation via the Case:

Should you need to Escalate a Case, this can now be done directly from the Case from the My Support Portal using the Escalate Case function if the Case meets the following criteria:

  • The Case Priority is NOT “Low”
  • The Case is NOT “Closed”
  • The Case is assigned a Case Owner
  • The Case does NOT already have an Active Escalation associated

If a Case meets the criteria to Escalate, the Escalate Case button will be present on the Case.

2. Escalation Reasons:

The Escalate Case Form includes the following Escalation Reasons:

  • Project Blocker – if selected, an additional “Project Go Live Date” will appear
  • Lack of Updates/Progress
  • Security/Stability Issue
  • Reoccurring Issue
  • Urgency/Impact has changed
  • Other – if selected, an additional field will appear to capture the Reason

Make sure to provide a clear and concise description of the issue and the impact to your business to help prioritize the Case Escalation appropriately. New Escalations will be reviewed by our Product Support Managers.

3. How to Post an Update to an Active Escalation:

With this change, we have introduced a new Escalation Feed tab on the My Support Portal. This new Escalation Feed was added to distinguish the type of update.

  • The Case Feed will capture the technical aspects of the Case.
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Note: Please be mindful of the type of update you're sending so it reaches the appropriate resource.

This page was last edited on July 6, 2022, at 15:45.
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