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Escalating support cases

When should I escalate a support case?

How do I escalate a support case?

When should I escalate a support case?

As a Pega client, you can escalate a support case of any type, including Hotfix (HF), a request for an existing hotfix to be shipped to you.

You cannot escalate a support case for which a new hotfix (HFIX) will be the solution. Also, because Cloud Maintenance (CM) support cases are system generated, escalation is not possible or logical for these case types.  

You should escalate a case when its progress and quality are unsatisfactory, specifically when the following conditions exist:

  • Issue reported has a high impact on the production system.
  • Issue reported negatively affects the project schedule or milestone.
  • The support case has not been assigned to a support engineer within the required response time (SLA).
  • The quality of the responses that you received in the case is unsatisfactory.

How do I escalate a support case?

Escalation options
Severity 1 escalation
Severity 2, 3, and 4 escalation
Required information
Escalation process

Escalation options

To submit an escalation request for a support case, choose one of the following options:

Severity 1 escalation

You cannot increase a Severity 2, Severity 3, or Severity 4 support case to Severity 1.

If the situation reported in your support case meets the criteria for escalation and becomes a Severity 1 situation (production system down), call in a new case as Severity 1 using the telephone number indicated for your region in Pega Support Contact Information.

Severity 2, 3, and 4 escalation

For Severity 2, 3, and 4 cases, post a Pulse in the case to ask for the case to be escalated and indicate your dissatisfaction based on the escalation criteria and the required information.

Your Pulse post might include a rationale similar to the following example:

Please escalate this case. I'm not happy with the speed at which this case is progressing. We have an upcoming go-live next month and the problem reported in this case could become a blocker. Can you give an update by end of day today or tomorrow?

Required information

When you request a case escalation, be sure to provide the following information:

  • Business Impact (with dates)
    • Are any project milestones potentially affected?
    • If yes, provide the details and dates of the milestones.
  • Technical Impact
    • Has the issue affected the ability of users to use the system?
    • If yes, provide the following information:
      • Details of the impact
      • What environment the issue affects (development, test, staging, production)
      • The number of users affected by the issue

Escalation process

When your support case is assessed and escalated, the assigned support leader or manager collaborates with the Pega team to oversee the escalated case:

  1. Develops a communication plan.
  2. Develops a technical plan of action for ensuring rapid resolution of the case and, if required, engages other Pega-internal teams.
  3. Continuously updates your Pega account team of case progress.
  4. Works as your advocate as a virtual member of your case resolution team.
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