We know that sometimes you need to get extra attention on your case. The case severity that you specify gives us one side of that story, but there are also cases where there is a critical business impact of which we might not be aware and you need to escalate your case.
When should you escalate a case?
All customers and partners with an active support plan can initiate an escalation in case of:
- low satisfaction with the level or timeliness of our regular support service
- production environment is affected in a tangible way
- there is high risk of interrupting business operations
What happens when you escalate a case?
When you escalate a case we will promptly respond and arrange with you conference calls and status updates as appropriate. If the escalated case is due to a product defect, we will work with the appropriate resources such as Engineering to develop an acceptable solution or workaround. Any required temporary fix will be prioritized and processed based on severity level of the issue, impact on your business and availability of a workaround.
How do you escalate a case?
Before you request an escalation of your case we kindly request that you review and verify the following information about the case:
- Is the problem statement correct?
- Does the support request accurately describe the business impact?
- If there is a workaround, is it impractical or inappropriate?
- Is there a critical milestone date specified in the support request?
If the case contains all of the above information you may escalate it by contacting the assigned Technical Support Engineer and requesting that the case be escalated. If you are not satisfied with the outcome of your escalation request you can contact the respective Regional Escalation Manager listed below. They will review the case to validate the escalation and contact you to discuss an action plan to ensure your support case receives the level of priority and attention required.
Please, have any relevant case numbers available to help us quickly identify the case owners. Advise the Escalation Manager of the situation including what actions you feel are required from the Sitefinity Team, production dates or deadlines that may be adversely affected and any other anticipated business impact, if the case is not promptly resolved. The Escalation Manager is empowered to make a judgment on the next steps.