Escalating Support Issues
If the criticality of the situation increases, you can request additional focus on your support issues in two ways
1. Escalate a case in the case management system
- Update the case document to change the business impact and raise the severity of the case.
For more information about severities, see Case Severities definition. - If you still do not receive a response, escalate the case as described in How to use the escalate button.
- Contact a duty manager from the Emergency Contacts.
2. Create a managed escalation
- For more information, see Requesting assistance with an unresolved issue.