How to: Escalate an open support ticket

Overview

We always strive to resolve your issues as quickly and efficiently as possible. But if for some reason you feel more attention is needed, or over time the urgency of an issue has increased, you may request that we escalate it. Escalation raises the priority to ensure internal teams have focus and visibility and can help providing more assistance. 

Escalation

Make a comment in the ticket asking for it to be escalated and the reason you're asking. This could be because of the length of time it has taken to resolve the issue, or because the situation has high impact and criticality or has increased in urgency. You might have initially thought an issue affected a single user, but it turns out to be more widespread.

De-escalation

If after escalating a ticket it is no longer necessary, please let us know so we can revert to our normal procedures.

Was this article helpful?
0 out of 0 found this helpful

Articles in this section

See more
GrammaTech Resource Library
Welcome to GrammaTech's resource library. Here you will find useful information about software development in the IoT era, where devices must not only function with impeccable quality and safety but also remain resilient to cyber attacks.
Shift Left Academy
Shift Left Academy is an educational resource to help implement a security first approach. Shift Left focuses on finding and preventing defects and security vulnerabilities early in the software development process
Blog
Posts by topic including static analysis, software assurance, and binary analysis