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How to escalate a support case
Mar 20, 2025 6:44:36 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 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 CloudAkshesh Patel (SaaS / Cloud) Qlik Data Integration (Qlik + Talend)Evan Teitelbaum (All) Jayashree Guin (All) Lori Wittal * Partners (All Products)Giuseppe Novello * Include when production is down or highly impacted. |
EMEA |
Qlik Data Analytics ProductsBenoit Canal Patrick Vanotti Alejandro Gonzalez
Qlik Data Integration (Qlik + Talend)Fabio Cunha Alejandro Scuncia
|
APAC |
Qlik Data Analytics ProductsAyaka Hanazono Yasser Ahmed Kahn Sankar Reddy K Qlik Data Integration (Qlik + Talend)Shaona Zhang Venkatesh Tallam
|
Global Customer Support (Non-technical issues) |
Qlik Customer SupportSuresh Kumar |
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 are looking to escalate a support case during the weekend, email weekendsupport-L1@qlik.com.

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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.

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

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

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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