Support Escalation Process
Customer Support Escalation
Any problem not resolved at a PolGroup-Solution's CSC is escalated to PolGroup-Solution's Customer Support Escalation (CSE). When escalating the problem, the CSC provides CSE with the case number, severity level, and a detailed problem description, including the location of any supporting configuration and log files. A CSE engineer acknowledges severity 1 problems within 4 hours; all other severity level problems are acknowledged within 24 hours. While investigating the problem, CSE communicates the status and solutions to the CSC.
Should CSE not be able to resolve the problem and it is determined that the problem is software-related, either the CSC or CSE submits a Software Problem Action Request (SPAR). The severity level is negotiated between the CSC/CSE and the customer using the previously described guidelines. In addition, CSE submits an Action Request (AR) to the development database. The AR number is noted in the customer case tracking system for reference.
After the SPAR is submitted, CSE works with PolGroup-Solution's Development to determine the appropriate action plan. The plan determines how the problem is to be resolved, by providing either a workaround or a software release. If the solution requires a software release, a delivery date is scheduled. The CSC keeps the customer informed of the progress of the solution and communicates the action plan to the customer.
If the customer does not accept the action plan, the CSC informs CSE, who then renegotiates the action plan with Development until an acceptable plan is reached. The SPAR is closed when a solution is made available to the customer and the customer accepts the solution.
The following delivery targets are used in an action plan.
Software Release Definitions
The table below describes the software release methods that can be described in an action plan.
To contact a PolGroup Solution's Customer Support Center
Call Monday through Friday (excluding PolGroup holidays) 9 AM to 6 PM EST Phone: 908.887.5522
We also offer additional "Support Level Agreements" which we call SLA's. These may be individually tailored to your needs.
Please call 203.550.5600 for information about SLA's.