To escalate a case, please complete the following steps:
- Contact Syneto Customer Support by phone.
- Provide your existing case number and request to escalate the case.
- Provide the justification for escalation and the business impact of your problem or issue.
Please review Case severity and response times.
A case is escalated if your expectations of an issue resolution are not in line with the outlined action plan and timeframes that follow the normal resolution process. After you contact the Support team via phone, the manager who takes on the escalation will create a task force consisting of the necessary resources from Technical Services, Engineering, QA, and Product Management and formulates an action plan to address the issue. This action plan is then shared with you, as well as the checkpoint schedule and the milestones determined. An agreement is sought on the closure criteria of the escalation. Updates are provided on the progress as agreed upon.