The goal of this article is to explain and establish an Escalation process that a customer could follow.
New Ticket :
Customers should file a P1 with Imply Support when the production system is severely impacted or completely shut down, or production system operations or mission-critical applications are down and a P2 when the production system is functioning with limited capabilities, or the production system is unstable with periodic interruptions, or there is an error in an application in development that is in final testing, facing a critical time frame of going into production use or due to an Issue development efforts cannot proceed, for an application in development. For more information, please refer to these Terms and conditions for maintenance and support services
A Pagerduty notification is triggered when P1/P2 tickets are filed and Technical Support Engineer on the pager duty will handle the newly filed ticket. If for some reason the Primary Oncall person is unavailable, Pagerduty will trigger an escalation notification in 15 minutes to the Secondary Oncall Engineer and the Support Management.
Existing ticket :
In some situations, customers may want to escalate an existing ticket for various reasons (eg: quicker resolution, timezone change, or to get Engineering attention). In such cases, the Customer can escalate the ticket to the Technical Success Managers. TSM will escalate the ticket internally and collaborate with the Support team to get the necessary attention and make a plan of action on the next steps.