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Sep 6, 2024 7:55:06 AM
May 8, 2020 4:46:59 AM
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 ProductsGiuseppe Novello Akshesh Patel Qlik Data IntegrationJayashree Guin Robert Kittles Christian Tan Lori Wittal Evan Teitelbaum Christian Tan |
EMEA |
Qlik Data Analytics ProductsAlbert Candelario Benoit Canal Patrick Vanotti Qlik Data IntegrationAnne Arnoult Fabio Cunha Anne Arnoult |
APAC |
Qlik Data Analytics ProductsKiran Shankar Ayaka Hanazono Yasser Ahmed Kahn Sankar Reddy K Qlik Data IntegrationJohn Wang Ravi Chintam Robin Patel Shaona Zhang Robin Patel
|
Global Customer Support |
Qlik Customer Support / Talend Customer CareSuresh Kumar |
Americas | Hien Le hien.le@qlik.com |
EMEA | Anne Arnoult anne.arnoult@qlik.com |
APAC | Vineet Chopra vineet.chopra@qlik.com |
Global | Daniel Coullet daniel.coullet@qlik.com |
If you are looking to escalate a support case during the weekend, email weekendsupport-L1@qlik.com.
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.
Hello @teiching2 A review of this article is in process. Thank you for reaching out!
Hello Team,
Can you please share us Talend support contact numbers for any escalations?
Hello @TalendSTE
Please use the already documented methods to escalate a case:
Phone numbers will not be shared in this article.
All the best,
Sonja