Escalating a Support Issue
At IBM we strive to provide timely customer support via robust global processes and technical expertise. We recognize that your business needs and the criticality of an issue could change at a moment’s notice. You may need to engage us ASAP for an ongoing problem to get immediate help. You can reach our team directly through the channels below.
Escalate a Hardware or Software Case
- 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.
- Create a managed escalation, see Requesting assistance with an unresolved issue
- For additional assistance please use our support management contact list
Escalate a Cloud Case
To escalate a case with IBM Cloud, please follow the process outlined here.
Escalate a Red Hat Case
To escalate a case that has been opened directly with Red Hat, please follow the steps outlined here. Note that this process is only applicable for cases with Red Hat and should not be used for Cloud Pak cases. Cloud Pak cases must be opened with IBM and escalated through the standard escalation process.