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Escalate a support call

What is call escalation

Escalating a call is when you wish to raise the urgency for resolving a call. Escalation involves an investigation of the business impact and a review of the required last date for solution.

Once we have received your request a Support Analyst will phone you within 24 hours. During the phone call the analyst will discuss and confirm or deny your request. If your request is confirmed a communication and action plan will be provided including a discussion of a possible work around. The analyst will monitor the progress of the call until it is resolved.

Information required for support call escalation

  • Call id number
  • An outline of the impact the call is having on your business
  • The latest date the call must be resolved by.

How to escalate a support call (New process coming soon)