Requesting CloudHealth Support Ticket Escalations

Products

• CloudHealth

Issue/Introduction

If you have an existing Technical Support ticket that requires additional urgency, it is possible to request to escalate the ticket.  

Navigate to the upper right corner of the case view and the “Raise Mgmt Concern” option should be available as a red tile:  

Note that this option will not be immediately available after the creation of a new case.  It will only appear once a certain amount of time elapses associated with the SLA of the issue. 

Resolution

The following information will be required:

- A brief explanation of why the escalation is requested
- What is the current business impact of the issue that warrants escalation?
- What criteria is necessary to resolve the escalation?

All new case concerns will become visible to Technical Support management where they will be reviewed and a determination will be made regarding next steps.  This does not guarantee that the issue will be officially escalated.  Also be advised that the “Raise Mgmt Concern” option should only be used in situations where additional prioritization is essential. 

If the issue is determined to warrant escalation, the ticket will be monitored by our Escalation Management team and you will be notified of the escalation.  Escalated issues receive regular updates (every 24-48 hours) as well as prioritized treatment from CloudHealth engineering until the escalation is resolved.