The purpose of this document is to explain the Support Process for our Valued Customers. Below are the items that this article covers:
- How to file a Support Request
- How to Escalate a Support Request
- When and how do I escalate a support request?
- What steps do I take to escalate?
- What happens once I request an escalation?
- How often can I expect updates on an escalation?
- How do I de-escalate a support request?
- The ScaleArc Commitment
What is the process to file Support Requests and Escalations with ScaleArc Support?
Below is the information on how to file Support cases with ScaleArc Support, as well as when and how to escalate cases when necessary.
How to file a Support Request
The Support Request is the first and best record of the engagement with ScaleArc Customer Support Services Team. The simplest way to open a support engagement with ScaleArc is either online through the web portal, or to send an email to our public support account.
When filing a Support Request, please include:
- Email Subject containing a simple description of the symptom.
- Email body containing when the symptom began, how it was identified, and what may have changed since prior to the symptoms.
- Tell us the specific milestone or time-pressure you may be facing.
- Information on the best method and time to contact you.
- Include the account name and Number for the installation.
- Let us know if this is a production-impacting or active evaluation.
ScaleArc Customer Support Services is available 24x7 to help you with your specific needs. If the situation is production-impacting (Severity-1) or affecting an active Evaluation of the ScaleArc product and cannot wait until normal business hours, we want to get that taken care of right away. Please use our Support phone line shown below to contact ScaleArc immediately and get things on track as soon as possible.
You can file Support Requests with ScaleArc using the following methods:
ScaleArc Support Customer Portal and Login: http://support.scalearc.com
ScaleArc Support Email: firstname.lastname@example.org
ScaleArc Support Telephone Number: US Toll free: 1-855-800-7225 / (For International Callers) +1-408-412-7315
How to Escalate a Support Request
Your ScaleArc support team always works to ensure that the appropriate resources and level of focus are applied to your request to ensure a timely resolution. If you are not satisfied with the progress of your support request, you can request an “escalation”. By invoking the escalation process, additional levels of ScaleArc management attention, procedure reinforcement, and resource prioritization are brought to bear on resolving your support request.
Below are a few guidelines to ensuring a successful resolution to the situation and understanding the general process of escalating a Support Request. Request that your Support Request (SR) be escalated. Either the technician assigned to your SR, their manager, or the current Duty Manager can escalate an SR.
When and how do I escalate a support request?
You can escalate a support request at any time either by speaking directly with the technician assigned or by requesting to speak with a Duty Manager. The escalation process is especially appropriate in the following situations:
- Your production system goes down during an upgrade or other implementation
- You need to communicate a critical business impact to ScaleArc Support Management
- You are dissatisfied with the responsiveness to or resolution of a support request
We highly recommend that you contact ScaleArc Support by telephone for escalations. This will ensure that your request is directed to the appropriate resources as soon as possible to achieve a successful resolution.
NOTE: The severity level of a support request can be increased without an escalation if the business impact of a support request has changed or was not correctly recorded initially.
What steps do I take to escalate?
First, please review the details of your support request and verify the following facts:
- Is the problem statement correct?
- Does the support request accurately describe the business impact?
- If there is a workaround, is it impractical or inappropriate?
- Is there a critical milestone date identified in the support request?
Once you have completed this review, contact the assigned technician for your support request, or call ScaleArc Technical Support and ask for the Duty Manager to trigger an escalation.
What happens once I request an escalation?
Once an escalation request has been made, the appropriate Escalation Manager will evaluate the situation and determine the appropriate resources to assign and/or process correction to make. An Escalation Engineer specializing in the type of situation being experienced will be assigned as the primary point of contact for the issue and will coordinate with all parties involved to ensure an expedited resolution. The Escalation Engineer will set up a conference call with the appropriate parties to begin outlining the action plan and troubleshooting the situation.
The Escalation Manager is made aware of all escalations and their current status on a daily basis. The Escalation Manager will work with the primary Escalation Engineers to ensure that the appropriate resources, communication and action plans are in place to expedite resolution.
How often can I expect updates on an escalation?
As the escalation is initiated, the assigned Escalation Engineer will work with you to determine a communication plan that fits your needs.
Agreements will be made on communication mode (email, phone call, conference call), frequency, and required attendees for all updates. If required, the Escalation Program Manager will attend any scheduled conference calls to ensure satisfaction with the current progress.
What can I do if I don’t feel progress is being made with an escalation?
If you are concerned with the current state of an escalation or the situation has digressed, please inform the assigned Escalation Engineer or Duty Manager immediately. The Escalation Engineer will immediately inform the management team and the Escalation Manager will conduct a conference call with the required parties. If necessary, additional resources will be applied to determine what is required to resolve the situation.
How do I de-escalate a support request?
Once the support request is back on track and making acceptable progress toward resolution, it can be de-escalated. Before the support request is de-escalated, the Escalation Engineer will complete the following tasks:
- Confirm that the action plan is acceptable
- Ensure that the troubleshooting or root cause analysis process is on track
- Document in the SR your agreement to de-escalate the service request
The ScaleArc Commitment
ScaleArc takes pride in offering the very best in products and features, and we stand by our commitment to delivering the best service in the industry. We will do everything that we can to make sure you are completely satisfied.