How to escalate a support case

Sonja_Bauernfeind — Fri, 06 Mar 2026 14:47:09 GMT

An escalation is a request from a customer concerning a specific case that is currently under investigation by Qlik Support. The customer has a case that has business-critical impact without a workaround provided and requires a faster resolution than what is provided in the standard resolution process.

The Escalation Management process aims to bring order, structure, focused management attention and additional resources to those customer situations which could otherwise result in a high level of customer dissatisfaction. Any Qlik® customer or partner with a valid maintenance contract may initiate an escalation on an existing support case. Escalations are intended for existing cases. Please do not report new issues through Escalation Management. New issues should be raised through the Qlik Support portal.

Escalations can occur for several reasons. Having a defined process allows Qlik to identify, track, monitor and manage situations that require increased awareness and quick action.

Please note that for an issue to be escalated, a support case must first be created (we will not accept escalations solely based on communications via email). If a case has been worked through our standard support processes and with our teams and you are not satisfied with the level or timeliness of service you received, you can escalate accordingly. See Escalation Triggers for more information.

Escalation triggers

The Licensee believes that Qlik has failed to meet any of the response and/or communication frequency time frames with respect to any errors reported and/or feels that the quality of the Support Services provided by Qlik is not satisfactory
The incidents have a high business impact on a Qlik customer or partner
Severity 1 or 2 Incidents which have or may fall outside of agreed SLAs should be escalated

How to escalate an incident

To escalate a support incident successfully, mention your intention to escalate in the open support case. This will begin the escalation process.
If more attention is required, initiate the escalation by emailing the regional support manager (see table below), moving upwards if needed as shown in the chart.

Escalation Matrix

Contacts

Regional Product Support: Management Level

Americas	Qlik Data Analytics and Cloud Akshesh Patel (SaaS / Cloud) aksheshkumar.patel@qlik.com Lyka Marie Jove * lykamarie.jove@qlik.com Qlik Data Integration (Qlik + Talend) Jayashree Guin (All) jayashree.guin@qlik.com Lori Wittal * lori.wittal@qlik.com Partners (All Products) Giuseppe Novello giuseppe.novello@qlik.com * Include when production is down or highly impacted.
EMEA	Qlik Data Analytics Products Benoit Canal benoit.canal@qlik.com Patrick Vanotti patrick.vanotti@qlik.com Alejandro Gonzalez alejandro.gonzalez@qlik.com Qlik Data Integration (Qlik + Talend) Alejandro Scuncia alejandro.scuncia@qlik.com
APAC	Qlik Data Analytics Products Ayaka Hanazono (Supports Japan(JST) & AnZ Time Zone) ayaka.hanazono@qlik.com Yaaser Ahmed Khan (Supports Singapore(SGT) & IST Time Zone) yaaserahmed.khan@qlik.com Qlik Data Integration (Qlik + Talend) Shaona Zhang (Supports Japan(JST) & AnZ Time Zone) shaona.zhang@qlik.com Rakhi Bais (Supports Singapore(SGT) & IST Time Zone) rakhi.bais@qlik.com
Global Customer Support (Non-technical issues)	Qlik Customer Support Suresh Kumar sureshkumar.gona@qlik.com

Regional Product Support: Director Level

Americas	Hien Le hien.le@qlik.com
EMEA	Anne Arnoult anne.arnoult@qlik.com
APAC	Vineet Chopra vineet.chopra@qlik.com

Global VP Level

Global

Daniel Coullet
daniel.coullet@qlik.com

Weekend Escalations

If you need to escalate a support case during the weekend, please email dl-weekend-support@qlik.com.

Re: How to escalate a support case

teiching2 — Thu, 25 Jan 2024 11:44:07 GMT

Since Qlik and Talend are one company now, it would be helpful to have the escalation contacts for the Talend portfolio on this list as well.

Re: How to escalate a support case

Sonja_Bauernfeind — Thu, 25 Jan 2024 12:28:19 GMT

Hello @teiching2 A review of this article is in process. Thank you for reaching out!

Re: How to escalate a support case

TalendSTE — Wed, 24 Jul 2024 14:24:30 GMT

Hello Team,

Can you please share us Talend support contact numbers for any escalations?

Re: How to escalate a support case

Sonja_Bauernfeind — Wed, 24 Jul 2024 14:48:15 GMT

Hello @TalendSTE

Thank you for reaching out. Let me look into this for you.

All the best,
Sonja

Re: How to escalate a support case

Sonja_Bauernfeind — Mon, 29 Jul 2024 09:09:45 GMT

Hello @TalendSTE

Please use the already documented methods to escalate a case:

To escalate a support incident successfully, mention your intention to escalate in the open support case. This will begin the escalation process.
If more attention is required, proceed to initiate the escalation by contacting the regional support manager by email (see table below), moving upwards if needed as shown in the chart.

Phone numbers will not be shared in this article.

All the best,
Sonja

article How to escalate a support case in Official Support Articles

How to escalate a support case

Escalation triggers

How to escalate an incident

Contacts

Regional Product Support: Management Level

Qlik Data Analytics and Cloud

Qlik Data Integration (Qlik + Talend)

Partners (All Products)

Qlik Data Analytics Products

Qlik Data Integration (Qlik + Talend)

Qlik Data Analytics Products

Qlik Data Integration (Qlik + Talend)

Qlik Customer Support

Regional Product Support: Director Level

Global VP Level

Weekend Escalations

Re: How to escalate a support case

Re: How to escalate a support case

Re: How to escalate a support case

Re: How to escalate a support case

Re: How to escalate a support case