Overview

This section explains how to escalate a support case if you need additional attention from the support team’s management.

Request elevated attention

If you need to involve the support specialist’s manager, you can request elevated attention by following these steps: 

1. Edit the case.
2. Click the Raise a Case Concern button located on the right.
3. Fill in your phone number.
4. Select the category of your concern:
   • No Solution Provided: the case has not received any reply from the Support Team.
   • Unsatisfied Solution Provided: the case received an unclear, incorrect, or unacceptable solution.
   • Repetitive Tasks: too many tasks or actions are required for this case.
   • Other: any other reason for the concern.
5. Add a description of your concern.
6. Click Submit. 

The case owner’s manager will be notified and will follow up to address your concern and improve service.