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

  • Applies to:
  • Operations Automation
  • Business Automation


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.


Customers with Technical Account Manager

Customers without Technical Account Manager


Your Technical Account Manager (TAM)

  • Using ‘Escalate’ functionality in Self Service at
  • 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


    Premier Support Leaders:

    Russia and APAC: Andrey Polienko
    mobile: +7 923 220 2586

    EMEA: Denis Volkov
    mobile: +7 913 481 7817

    AMER: Ivan Chega
    mobile: +7 961 872 6830


    Senior Manager, Global Premier Support: Vladimir Miloserdov
    mobile: +7 913 951 3473

    Operations Manager, Technical Support: Dmitry Dyagilev
    mobile: +7 913 000-00-81


    Head of Global Services Cloud: Peter Stridh
    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

    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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