Kbase C40830: How to escalate a technical support issue
| Autor |
Progress Software Corporation - Progress |
| Acesso |
Público |
| Publicação |
9/11/2009 |
|
Status: Verified
GOAL:
Where can I find information to escalate an issue within Tech Support?
GOAL:
How to escalate an issue within Progress Technical Support?
GOAL:
How to escalate a technical support issue
GOAL:
Escalating a critical issue to technical support management
FACT(s) (Environment):
All Products
All Supported Operating Systems
FIX:
Customer Escalation Procedures can be found on the Technical Support site at
http://web.progress.com/support/index.html
Select "TechSupport Direct" and then "Escalation Procedures"
The purpose of this document is to outline the escalation procedures for customer issues. The appropriate group to receive notifications of escalations is Technical Support. This document describes the process by which customers can initiate the escalation process.
Technical Support is responsible for and has access to any and all corporate resources available to provide a solution to a customer problem. Their mission is to provide a high quality solution to customer problems in as expeditious a manner as possible. If for any reason, a customer feels that their problem is not being given the appropriate attention or priority, the following escalation procedures should be followed.
Escalation is to be used when standard operating procedures break down in any way.