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Article ID: 128866, created on May 25, 2016, last review on Jul 14, 2018

  • Applies to:
  • Operations Automation
  • Business Automation

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

Customers with Technical Account Manager

Customers without Technical Account Manager

1

Your Technical Account Manager (TAM)

  • Using ‘Escalate’ functionality in Self Service at https://support.cloudblue.com
  • By phone (authorization by ticket number required)
  • By chat (authorization by ticket number required)
  • 2

    TAM on duty 24x7 channel
    phone: +1 425 654 1655

    Pooled Technical Associate Channel
    email: pta@odin.com

    3

    Premier Support Leaders:

    Russia and APAC: Andrey Polienko
    e-mail: apolienko@odin.com
    mobile: +7 923 220 2586

    EMEA: Denis Volkov
    e-mail: dvolkov@odin.com
    mobile: +7 913 481 7817

    AMER: Ivan Chega
    e-mail: ichega@odin.com
    mobile: +7 961 872 6830


    4

    Senior Manager, Global Premier Support: Vladimir Miloserdov
    e-mail: vmiloserdov@odin.com
    mobile: +7 913 951 3473

    Operations Manager, Technical Support: Dmitry Dyagilev
    e-mail: ddyagilev@odin.com
    mobile: +7 913 000-00-81

    5

    Head of Global Services Cloud: Peter Stridh
    e-mail: peter.stridh@ingrammicro.com
    phone: +1 714 382 1574
    mobile: +1 714 833 4330


    Escalation in Self Service

    For escalation please use 'Escalate' option in your ticket in Self Service at https://support.cloudblue.com.

    Once you select 'Escalate', you are prompted to confirm the escalation and, as soon as it is confirmed, a corresponding e-mail is sent to the Support Shift Manager on duty. The issue will be evaluated, and you will be updated with the issue status at the earliest possibility.

    Note: 'Escalate' option might be missing within your Self Service if:

    • Your support program or the chosen severity does not allow escalating the ticket;
    • You are still within the Service Level Agreements timeframe mentioned in your Technical Support contract of when the ticket was initially opened;
    • Time past from the ticket creation or the last update is within the time frame determined as guaranteed response time based on your chosen support program and ticket severity;
    • The status of the ticket doesn't involve further escalation. Specifically, tickets marked as: waiting for an update from the requestor, resolved and pending confirmation from the requestor, or closed.

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