Originally published 17-Oct-2018.
This process outlines the steps to follow to when an incident escalation is required including escalation criteria. This process is to be used by clients when an escalation of a specific Support Incident is required.
Escalation Criteria
The below outlines who you should contact for an escalation and the reasons for submitting the escalation to each layer of Customer Support (Support HelpDesk, Technical Account Manager or Customer Success Manager):
Reasons for submitting an escalation:
- P1 or P2 Case, as outlined in the Support Priority Matrix, has not been picked up in a timely fashion or continues to be a high impact, high urgency issue
- The Case has not had an update for more than 3 business days and the client has requested an update
- Dissatisfied with Support Service experience
- Updates have not been provided within the suggested time frame agreed to by the assigned Support Analyst
- The Case is assigned to an internal group outside of Customer
- Business is at risk and the Case requires immediate attention
- A Case has been escalated more than twice and has not gained any traction
- Customer or internal teams have concerns on how an escalation was handled
- The issue has been escalated within the customer's organization and has become political in nature
- Situation requires Service & Support Executive level resource
- Escalation through the other layers of Customer Support has been ineffective
Client Case Escalation Process
There are several different ways a customer can escalate an open Case:
- Via the Brightspace Community by updating the Case notes
- Email the HelpDesk by replying to Case emails
- Call the HelpDesk (if applicable) and talk to an agent
You may request an escalation directly through their Technical Account Manager (TAM) or Customer Success Manager (CSM), if applicable.
Case Priority Levels and Definitions
Refer to the Support Priority Matrix for Case Priority Levels and definitions.