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How to Escalate a Support Request

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Your Ensim support team always works to ensure that the appropriate resources and level of focus are applied to your request to ensure a timely resolution.  If you are not satisfied with the progress of your support request, however, you can request an escalation.  By invoking the escalation process, additional levels of Ensim management attention, procedure reinforcement and resource prioritization are brought to bear on resolving your support request.

When and how do I escalate a support request?

You can escalate a support request at any time either by speaking directly with the technician assigned or by requesting to speak with a Support Manager.  The escalation process is especially appropriate in the following situations:

  • Your production system goes down during an upgrade or other implementation
  • You need to communicate a critical business impact to Ensim Support Management
  • You are dissatisfied with the responsiveness to or resolution of a support request

We highly recommend that you contact Ensim Support by telephone for escalations.  This will ensure that your request is directed to the appropriate resources as soon as possible to achieve a successful resolution.

NOTE: The severity level of a support request can be increased without an escalation if the business impact of a support request has changed or was not correctly recorded initially.

What steps do I take to escalate?

First, please review the details of your support request and verify the following facts:

  • Is the problem statement correct?
  • Does the support request accurately describe the business impact?
  • If there is a workaround, is it impractical or inappropriate?
  • Is there a critical milestone date identified in the support request?

Once you have completed this review, contact the assigned technician for your support request, or call Ensim Technical Support and ask for the Duty Manager/Customer Service Manager to trigger an escalation.

Contact Ensim Support

NOTE: If you have been given specific escalation contact numbers, you may call those contacts first if needed.

 

 

 

What happens once I request an escalation?

Once an escalation request has been made, the Manager will evaluate the situation and determine the appropriate resources to assign and/or process correction to make.  The Manager will be assigned as your primary point of contact and will coordinate with all parties involved to ensure an expedited resolution.  The Manager will set up a conference call with the appropriate parties to begin outlining the action plan and troubleshooting the situation.

The Customer Service Manager is made aware of all escalations and their current status on a daily basis and will work to ensure that the appropriate resources, communication and action plans are in place to expedite a resolution.

How often can I expect updates on an escalation?

As the escalation is initiated, the assigned Engineer will work with you to determine a communication plan that fits your needs.  Agreements will be made on communication mode (email, phone call, conference call), frequency, and required attendees for all updates.

What can I do if I don’t feel progress is being made with an escalation?

If you are concerned with the current state of an escalation or the situation has digressed, please inform your assigned Engineer or Manager.  The management team will immediately be informed and the Customer Service Manager will conduct a conference call with the required parties.  If necessary, additional resources will be applied to the situation to determine what is required to resolve the situation.

How do I de-escalate a support request?

Once the support request is back on track and making acceptable progress toward resolution, it can be de-escalated. Before the support request is de-escalated, the assigned Engineer will complete the following tasks:

  • Confirm that the action plan is acceptable
  • Ensure that the troubleshooting or root cause analysis process is on track
  • Document in the support request your agreement to de-escalate the service request

 

Policy: Escalate Support Request
Updated: Feb 06, 2018

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