Escalation Priority Level

Priority 1: Critical

• The case is assigned to a Customer Support Engineer who is identified to the customer.
• The assigned Customer Support Engineer is responsible for providing progress reports and the delivery of a response.
• The customer contact who opened the case is designated as the primary contact unless otherwise requested by the customer.
• A Support Manager is notified by the Customer Support Engineer after the case is verified as Priority 1.
• Status on the case is reviewed by the Support Management Team daily until a response is delivered.

Priority 2: High

• The case is assigned to a Customer Support Engineer who is identified to the customer.
• The assigned Customer Support Engineer is responsible for providing progress reports and the delivery of a response.

Priority 3: Medium

• The case is addressed by the Customer Support Team who is responsible for delivering a response.

Priority 4: Low

• The case is addressed by the Customer Support Team who is responsible for delivering a response.