ESCALATION PATH
If a support team member has not contacted you within the Service Level Agreements mentioned in your Technical Support contract after you submitted a ticket, you have an option to escalate it. Start with Level 1 below and then work through the Levels until you get resolution to your satisfaction.
Level | TAM account | Managed Services Account | Basic Support account |
1 | Support Help Desk: https://cloudblue.freshdesk.com Hotline: | Managed Services Support https://cloudblue.freshdesk.com Hotline: | Support Help Desk: https://cloudblue.freshdesk.com Hotline: |
2 | Your assigned CloudBlue TAM (Technical Account Manager) | Your assigned CloudBlue TAM (Technical Account Manager) | Basic Support escalation: pta@cloudblue.com |
3 | CloudBlue TAM Regional Manager EMEA and APJ: Tatiana Lyubenko Tatiana.Lyubenko@cloudblue.com AMER: Andrey Polienko | CloudBlue TAM Regional Manager EMEA and APJ: Tatiana Lyubenko Tatiana.Lyubenko@cloudblue.com AMER: Andrey Polienko | CloudBlue TAM Regional Manager EMEA and APJ: Tatiana Lyubenko Tatiana.Lyubenko@cloudblue.com AMER: Andrey Polienko |
4 | Director, CloudBlue Support Service Ger Doyle | Director, CloudBlue Support Service Ger Doyle | Director, CloudBlue Support Service Ger Doyle |