Alfresco Escalation Management
Occasionally, an issue will require a speedier response, more attention and a deeper understanding of the impact on your business.
In such cases, the first step is to let us know, ideally starting with the person working on your issue. We will use the correct resources to help manage the issue to resolution in the shortest possible time.
Participation is a critical aspect of our ability to resolve escalated issues quickly and effectively. Therefore, we may request reasonable assistance from you during the resolution of an issue. Your role includes identifying a key technical contact and making sure that individual is available during the duration of all Severity 1 issues.
We will assign a Technical Support Engineer to be your contact throughout the engagement. They will be your advocate within Alfresco and make sure that the right people are engaged at the right time to ensure we expedite the resolution.
For the most serious issues, we will assign an Escalations manager to be the advocate for getting your issue resolved. Typical examples include:
- Server down situation
- Server upgrade at risk
- A halted deployment
- Any issue which is a significant business risk to the customer and/or Alfresco
The Escalations Manager will be responsible for ensuring the shortest possible resolution time through engaging the right people and communicating the agreed action plans to Customer, Partner and Alfresco contacts. The Escalations manager will proactively engage the senior executives as appropriate to improve customer relationships and demonstrate Alfresco's commitment to the customer at the highest levels.
If at any time you are not satisfied that the issue is not receiving the appropriate level of attention, please contact Helen Dann on +44 1628 860 550
