When should I escalate a support ticket?
How do I escalate a support ticket?
Escalation process
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When should I escalate a support ticket?

As a Pega client, you can escalate a support ticket that has been assigned any Severity level.

You can escalate a support ticket of any type, including Hotfix (HF), which is a request for an existing hotfix to be shipped to you.

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

You should escalate a support ticket when its progress or quality, or both, are unsatisfactory, specifically when the following conditions exist:

• Problem reported has a high impact on the production system.
• Problem reported negatively affects the project schedule or milestone.
• The support ticket has not been assigned to a support engineer in a timely manner that aligns with the business impact described.
• The quality of the responses that you received in the support ticket is unsatisfactory.

How do I escalate a support ticket?

Requesting an escalation
Escalating support tickets assigned Severity 2, 3, and 4
Required information

Requesting an escalation

To submit an escalation request for a support ticket, go to My Support Portal, view your support ticket, and post a Pulse note with the reason for requesting an escalation.

Escalating support tickets assigned Severity 2, 3, and 4

For Severity 2, 3, and 4 support tickets, post a Pulse note in the ticket to ask for it 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 support ticket 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 problem affected the ability of users to use the system?
  • If yes, provide the following information:
    • Details of the impact
    • What environment the problem affects (development, test, staging, production)
    • The number of users affected by the problem

Escalation process

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

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

Related content

My Support Portal Frequently Asked Questions

Main document

How to Get Support