Case escalation process for Email Security.cloud and Web Security.cloud
Last Updated December 19, 2017
What is an Escalation
An Escalation may be warranted if you are not satisfied with the level of service you have received working on an already existing case, the response target for answering your case was missed or want to emphasize the urgency of the issue you are facing within an existing case or through opening a new case.
What you can expect is a management point of contact through the Duty Manager, who will establish your needs and expectations and ensure that we are engaging the right resources with urgency.
The Duty Manager will ask for criteria to move to close the Escalation, as our goal is to tailor our support with a focus on providing the resources and information that our customers need to move to resolution.
How to request an Escalation for an existing case
Depending on your preference and Severity, we recommend that you request the Escalation through either a phone call or chat session.
Phone call (recommended for Severity 1 issues)
Prepare the following information to identify yourself as an authorized contact for your company:
Account ID (also known as Main Login ID or Axapta ID)