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.
The Licensee believes that Qlik has failed to meet any of the response and/or communication frequency times 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 has 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, proceed to initiate the escalation by contacting the regional support manager (see table below), moving upwards if needed as shown in the chart.