Escalating Support issues

Escalating Support issues:

Here is the Step by Step process to follow when you need additional focus on your support issues.

  1. If the criticality of the situation has increased, the client should make an update in the case to document the change in business impact and raise the severity of the case.  Case Severities definition
  2. Escalate the case through the impacted case in the IBM Support site.
  3. Contact a duty manager from the Directory of Contacts.
    • A duty manager has the authority to take the appropriate actions on behalf of the organization to resolve the client's dissatisfaction with their support experience.  Once the duty manager is engaged, they will review the case and the clients concerns.  They will then determine the appropriate next actions and ensure the case and the customer are updated
  4. Create a managed escalation through the Escalate an Issue button, on the bottom of the IBM Support site.
All managed escalations are reviewed for assignment during normal business hours Monday through Friday.  Once reviewed the managed escalation is assigned to an owner who will reach out to the client to discuss the success criteria/scope for the escalation.  They will then collaborate with other stakeholders, schedule needed meetings and provide status updates, until the client issue is resolved.

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