|
The entry point into escalation process is through your local Technical
Support Center. When connected, provide any relevant case numbers, if available, to help us quickly
identify the case owners. Advise our respondent of the situation
including what actions you feel are required from us, production dates
or deadlines that may be adversely affected, and any other anticipated
business impact if the case is not promptly resolved. Our respondent is empowered to make a judgment on next steps. If the problem can be
solved easily and by a single management action, s/he will
typically take direct responsibility for resolving the issue. However,
if the situation is complex and has the possibility of a severe business
impact, our respondent can assign the issue as per our escalation
procedure. The assigned team-member will assume ownership of the problem
and become your management point of contact during the escalated
condition. He/she has access to our dedicated team of global escalation
leaders who are empowered to maintain the momentum of resolving the
case. These leaders will, where appropriate, engage the right executives.
|
