So you want to escalate a PMR and don't know how to.
mcrispin 2700050YCC Visits (5674)
As I was recently speaking to a customer, it dawned on me that this customer was suffering from the same issue that other customers have expressed. This was the frustration of not knowing the process of escalating a PMR. Navigating the IBM waters at time can be confusing to a new customer as IBM has myriads of products and product families that we support. Each one with its own set of support sub-processes and procedures. But fear not, the answer to this dilemma is very simple.
Within the IBM
One of the recommendations I can never stress enough is to ALWAYS state the business impact of the problem from the moment that the PMR is created whether you do it by phone or via the SR tool. That will enable the Support engineers to set the right priority on the PMR right from the start.
The second option you have is to raise the severity of the PMR. Normally you will set the initial Severity Level of the problem when the PMR is created. After that, the Severity Levels are determined during a mutual discussion by you and the support engineer, based on the business impact of the issue. If you designated a problem as a Severity 1, IBM will work on it 7 days a week, 24 hours a day, providing you are also available to work along the problem with our Engineers. You can do a search within the Software Support Handbook for "Determine the Severity Level". There you will find a very nice and handy table that indicates what constitutes a Severity 1, 2, 3, and 4.
The third option you have is as simple as asking the Support Engineer to Escalate the problem at hand to his or her Manager. I suggest that you also ask the Support Engineer to mention his or her Manager that you would like a call back from him or her.
The fourth option you have is to call your loca
The Software Support hand book mentions a fifth and last option to escalate a problem. That option is to have someone from the Customer Satisfaction Project Office or CSPO work along with the parties involved with your problem. As mentioned before, this is a "last option". The majority of times, options 1 - 4 will be sufficient and will get you the most expedient solution to your problem. Most likely you will never need to resort to option 5 but in the case you do, we will verify that options 1 - 4 have been utilized first. Option number 5 can be invoked by any IBMer but most of the times you will need to reach your IBM Sales representative to invoke this option. Then you and he or she will mutually agree that this is the only option left to find a solution to your problem. When you work with an IBMer from the Customer Satisfaction Project Office or CSPO, he or she will work as a liaison between you and all of the different parties now involved in the resolution of your problem, coordinate regular meetings and status updates to you until there is a solution to your problem.
I hope this helps brings some degree of clarity on the escalation procedures available to you. Remember, help is always a phone call away.