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How to escalate a support case

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Sonja_Bauernfeind
Digital Support

How to escalate a support case

Last Update:

Jul 23, 2025 2:57:10 AM

Updated By:

Suresh_Kumar

Created date:

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

  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 MatrixEscalation 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 are looking to escalate a support case during the weekend, email weekendsupport-L1@qlik.com.

Labels (1)
Comments
teiching2
Employee

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
Digital Support

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

TalendSTE
Contributor

Hello Team, 

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

Sonja_Bauernfeind
Digital Support

Hello @TalendSTE 

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

All the best,
Sonja 

Sonja_Bauernfeind
Digital Support

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