In case an escalation of a Service Request (SR) is required for any reason, please follow the process below.
You can escalate to the Manager via email.
Locate the direct manager’s contact details in the Technical Support Engineer’s signature in the Service Request email.
You can also escalate to the Manager in UserCenter.
1. Phone – Call the following TAC phone numbers and request to speak with the Manager on Duty:
Canada +1 (888) 361 5030/+1 (613) 271 7950
EMEA +44-114 478 2845
Americas (US) +1 (972) 444-6600
APAC +61 (28) 014 9211 2
2. Email – Fill out the Online Escalation Form
Upon escalation, the Customer Support Senior Management will receive the email. The Manager on Duty will assume responsibility, lead the communication with the customer, and define the next steps/action plan in order to expedite resolution. For Severity-1 incidents, an internal protocol will be triggered with visibility to TAC senior management, until resolution or mitigation of the incident.
For licensing and account related issues, please contact Account Services.