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- Progress is stalled and more senior expertise is required to further troubleshoot the problem.
- Problem has a serious business impact on customer's environment.
- If the Support Contact is unsatisfied with the performance of the Claritum Support Team
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The Support Contact should inform the Claritum Support Executive Team that they would like to escalate the incident giving the reason for the escalation. This must be where possible done using the telephone as it is often best to speak directly with the Support Executive to ensure full understanding of the reason to request the escalation.
The Support Executive Team member will contact the Senior Support Manager within 60 minutes of the escalation request using the Claritum Support Portal to track the escalation. The Senior Support Manager will assess the customer’s Case case and determine an acceptable resolution plan in conjunction with the Support Contact.
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