When should I escalate a support ticket?
How do I escalate a support ticket?
Escalation without changing severity
Escalate to a Major incident
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When should I escalate a support ticket?
You can escalate most support ticket types, including Incident/Issue (INC), Cloud Assistance (SR), Cloud Change request (CC), and Hotfix (HF) tickets when the request is to ship an existing hotfix to you.
You cannot escalate a support ticket when the solution requires a new hotfix (HFIX). Cloud Maintenance (CM) and Client Advisory (CAD) tickets are generated only by Pega, so escalation is not available for these case types.
Escalate a support ticket when its progress, response quality, or business impact is not meeting your needs. Common reasons include:
- The reported problem has a high impact on your production system.
- The reported problem negatively affects your project schedule or milestone.
- The support ticket has not been assigned to a support engineer within a timeframe that aligns with the business impact.
- The responses you have received on the support ticket are not meeting expectations.
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 request an escalation, go to My Support Portal, open your support ticket, and post a Pulse note that explains the reason for the 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 asking for escalation. Include why the current progress or response does not meet your needs, based on the escalation criteria and required information.
Your Pulse post can use language similar to the following example:
Required information
When you request a support ticket escalation, include the following information:
- Business impact, including relevant dates
- Are any project milestones affected or at risk? If yes, provide the milestone details and dates.
- Technical impact
- Has the problem affected users’ ability to use the system? If yes, provide:
- Details of the impact
- The environment affected by the problem, such as development, test, staging, or production
- The number of users affected
- Has the problem affected users’ ability to use the system? If yes, provide:
Escalation without changing severity
You can request additional focus on a support ticket without changing its severity. In this situation, Pega can assign a support leader or manager to oversee the ticket and help drive progress.
After the ticket is reviewed and escalated, the support leader or manager collaborates with the Pega team to oversee the escalated ticket. They will:
- Develop a communication plan.
- Develop a technical action plan to support rapid resolution and, if needed, engage other Pega teams.
- Keep your Pega account team informed about ticket progress.
- Act as your advocate as part of the ticket resolution team.
Escalate to a Major Incident
At Pega, we want clients to receive the right attention, from the right team, at the right time. If your support ticket has been open for 5 days or more and your situation escalates, we will create a new Major Incident for you.
When your business impact changes and the issue needs more attention, a new Major Incident provides a dedicated, purpose-built engagement from the start.
A new Major Incident includes a dedicated Incident Commander as your single point of accountability, a 24×7 follow-the-sun team focused on active incidents, a heightened communication cadence, and cross-functional coordination across Support, Cloud Operations, and Engineering.
Your support engineer will create the new Major Incident on your behalf, carry over the relevant context, share the new incident ID, and support a smooth handoff.
If you need more frequent updates or a greater sense of urgency on your existing case, Pega can raise its priority and increase engagement before a Major Incident is created.
The goal is to provide the right engagement, from the right team, with the right visibility, from the start.
Related content
My Support Portal Frequently Asked Questions
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