How to Escalate Cases

Escalating a Case

1. Log into the IBM Support site, then select Cases > View Your Cases from the header, and then click the case you want to escalate.

2. In the Status area of the case details page, click Escalate case. The escalation window displays.
   

3. In the escalation window, select the way you'd prefer IBM to contact you, an Escalation reason and enter a Description. Your email and phone number populate automatically. You can update this information for the escalation (i.e. changing this information will not update your contact information).
   

4. Click Submit. The "Case has been escalated" message displays. IBM Support will respond to your escalation as soon as possible.
   Note: IBM generally responds to after-hours escalations on the next business day, unless the issue is entitled to 24x7 support.
   

5. Click Close to return to the Case Details page.

Checking the Status of Your Escalations

1. Refresh the Case Details page, then click View escalations in the Escalation Information area.
   Your new escalation displays with its status as Open, along with all of their open and closed escalations.
   

   You can check back on the status of your escalations. Once IBM Support acknowledges the case, its status changes to Acknowledged.
   

If You are unable to Escalate a Case

In some situations, you may not be able to escalate your cases.

• IBM is gradually adding support for escalations to all products, however your product may not be eligible at this time.
• You cannot escalate a case until an IBM Support agent has acknowledged the case. The escalate case button displays the "Escalate case unavailable" message (shown below) if your case is not yet eligible for escalations.
  
• You cannot escalate the case if there is already an existing escalation. If the issue is urgent, you can contact support and ask to speak to the Duty Manager.
  

If you need additional help before you can escalate a case, consult the IBM Support Guide