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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 Matrix
Americas |
Qlik Data Analytics Products |
EMEA |
Qlik Data Analytics Products Patrick Vanotti |
APAC |
Qlik Data Analytics Products Ayaka Hanazono Ravi Chintam
|
Global Customer Support |
Qlik Customer Support Suresh Kumar sureshkumar.gona@qlik.com |
Signature Support |
Chris Rice Ian Wilson |
Americas | Hien Le hien.le@qlik.com |
EMEA | Réginald de Visscher reginald.devisscher@qlik.com |
APAC | Sundar Varghese sundar.varghese@qlik.com |
Global | Daniel Coullet daniel.coullet@qlik.com |