How to escalate a support case

[Sonja_Bauernfeind]

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

1. 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 
2. The incidents have a high business impact on a Qlik customer or partner 
3. Severity 1 or 2 Incidents which have or may fall outside of agreed SLAs should be escalated

How to escalate an incident

1. To escalate a support incident successfully, mention your intention to escalate in the open support case. This will begin the escalation process.
2. 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 Robert Kittles (On-Prem) robert.kittles@qlik.com Lyka Marie Jove * lykamarie.jove@qlik.com Qlik Data Integration  (Qlik + Talend) Evan Teitelbaum (All) evan.teitelbaum@qlik.com 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) Fabio Cunha fabio.cunha@qlik.com 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.

[teiching2]

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. 

[Sonja_Bauernfeind]

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

[TalendSTE]

Hello Team, 

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

[Sonja_Bauernfeind]

Hello @TalendSTE 

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

All the best,
Sonja 

[Sonja_Bauernfeind]

Hello @TalendSTE 

Please use the already documented methods to escalate a case:

1. To escalate a support incident successfully, mention your intention to escalate in the open support case. This will begin the escalation process.
2. 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