How To Escalate a Case
If you're not satisfied with the progress of a case that is being managed by our product support teams and believe that escalation is required, you can escalate it as follows:
- Click the Submit a Request button at the top right side of the screen:
- Complete the 'Escalate My Case' form with all relevant details including the reference for your existing case.
Escalate My Case
The form itself looks like the above, you'll be asked to provide a Subject, a description of the issue you're experiencing in as much detail as possible, this will assist us in triaging and investigating your issue to the best of our ability. You will also be asked to provide the existing case number.
please note: if no case number is added, we will not progress this submission. You can find your case number in your profile - view requests in the help centre.
You are then asked for the business impact of the issue you're experiencing, the options are:
- Limited - The issue is of little consequence and does not impede your work. Typically superficial issues.
- Moderate - The issue can slow work but does not stop it entirely.
- Major - The issue slows work considerably but it can be completed with some workaround(s)
- Critical - The issue halts work completely and cannot be progressed until it is resolved.
We also ask that you provide a reason for the escalation from the original case.
Lastly there is an optional field to upload any relevant attachments for example screenshots or PDFs, that would further support our efforts to resolve your case for you.
What happens when you escalate a case?
- Our Customer Resolutions team will review your escalation and provide you with an acknowledgement within one working day, so you know we are assessing it. To treat all our customers equally, we only apply prioritisation to the most pressing cases, or cases that have already been under investigation for an extended period. Where necessary we'll contact you to discuss your case in more detail.
- Once approved the support agent handling your case will first be notified in order to direct their attention to that specific case.
- If further escalation is required the support agent or the Customer Resolutions team can escalate to the team manager and upwards from there if needs be.
- Where possible, we share details of the action plan that we propose to address the case.
- While your case remains under investigation, the agent assigned to it keeps you informed of progress through case notes. In addition, our Customer Resolutions team monitors the escalation and provides supplementary updates, where necessary, until the case is resolved.
- The team also identifies any improvements required to our processes in order to avoid similar situations arising in the future.
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