Purpose:
This article provides best practices for escalating support cases and submitting clear, effective support cases to ensure timely and accurate resolutions.

Summary:
This guide covers how to escalate cases if necessary and ensures that you have all the required information before requesting an escalation.

When issues arise, timely and accurate communication with support is crucial to ensure quick resolutions. Understanding the severity of your problem, providing clear documentation, and following the best practices for submitting support cases can make a big difference. This article outlines escalating a case and following best practices to enhance your support experience.

Escalating Your Support Case

If the issue is unresolved within an expected timeframe or requires more attention, or needs a higher-tier technician or a manager involvement, here's what you can do for requesting escalation:

• Escalate on Support Portal:  You can request escalation for a case through our Support portal. Once the request is placed, Support team reviews the escalation and involves appropriate team or manager.
  • Login into the SupportLogic Support portal: https://support.supportlogic.com/support/tickets
  • Open the case which requires escalation
  • On the right side panel, you can find "Request Escalation" and choose "Yes, Escalate the Case"

• Escalate through Case: On the same support case, you can request the support team to escalate the case. Support team then reviews the case, marks the case as escalated and involves appropriate team or manager.

Case Escalation Best Practices

To help handle the escalation and resolve issues efficiently, follow these tips when requesting escalation for your support cases:

• Add more detailed/additional information: Escalating a case may require more detailed information in some cases. If new findings arise, add them to your case for better context.

• Express Business Impact Clearly: If your business is significantly affected and the issue is not being resolved, clearly state the impact it has on your operations. This helps the support team understand the urgency of the situation.
• Identify your desired outcome: Before escalating, determine what a successful resolution looks like for you. Do you need a workaround, a permanent fix, or just a clearer timeline? Communicating your desired outcome helps the support team focus their efforts.