You signed in with another tab or window. Reload to refresh your session.You signed out in another tab or window. Reload to refresh your session.You switched accounts on another tab or window. Reload to refresh your session.Dismiss alert
Copy file name to clipboardExpand all lines: content/en/docs/support/escalation-management-process.md
+43-55Lines changed: 43 additions & 55 deletions
Display the source diff
Display the rich diff
Original file line number
Diff line number
Diff line change
@@ -14,97 +14,85 @@ aliases:
14
14
15
15
The Mendix Support escalation process ensures that Mendix provides customers and partners with the means to give an issue broader attention. We are committed to delivering high-quality support to all our customers and partners. If you need to escalate a case, our technical team is ready and available to help you quickly bring your issue to closure.
16
16
17
-
Our efficient escalation management process is designed to keep you informed of your escalated case status at every step of the way. A lead and/or manager is assigned to every escalation to oversee the case from a holistic viewpoint. This member is responsible for evaluating the situation, facilitating the issue, and acting as an advocate on your behalf.
17
+
As a customer, if you feel that the ticket is not handled according to your expectations, you can escalate the issue for more visibility. This ensures that a Support manager/leader of the region is copied in the ticket. The manager reviews the ticket and aligns with the relevant internal parties to determine next steps.
18
18
19
-
## Types of Escalation
19
+
## Reasons to Escalate a Ticket
20
20
21
-
Escalations occur in support centers for a variety of reasons. An escalation management system allows an organization to identify, track, monitor, and manage situations that require increased awareness and swift action. Mendix provides our customers and partners with the two types of escalation described below.
21
+
Our Support Organization does its very best to abide by the objectives stated in the SLA that we give to our customers. Certain tickets might be technically challenging and require further investigation from our R&D teams, and these cases may take longer to resolve than our SLA indicates. If this delay results in a serious impact to your business, we invite our customers to escalate the ticket to increase visibility.
22
22
23
-
### Functional Escalation
24
-
25
-
Mendix uses this process when the Mendix Support team is unable to resolve the issue or stay within the agreed timeline (meaning, the targeted time for resolution is exceeded). We assign the issue to another team based on the skill set required to resolve the issue.
23
+
## Escalation Process Overview
26
24
27
-
### Hierarchical Escalation
25
+
These are the steps involved in the escalation process:
28
26
29
-
Mendix uses this process as a communicative means to inform all the parties involved in a proactive manner of a potential SLA breach.
27
+
1. You open a support ticket.
28
+
2. For the purposes of the escalation, you explain the business impact within that ticket.
29
+
3. The SLA is breached or you are not satisfied with the level of service you received.
30
+
4. You escalate the ticket through one of the methods described in the [How to Escalate a Ticket](#how-to-escalate) section:
30
31
31
-
The essence of our escalation management is 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 and/or damage to the service provider's reputation.
32
+
* Via the escalation email address
33
+
* Via the support ticket
34
+
* Via your Customer Success Manager
32
35
33
-
## Escalation Process Overview
36
+
5. The Mendix support team validates and acknowledges the escalation.
37
+
6. The Mendix regional support manager reaches out to you to discuss the details of the ticket.
38
+
7. The Mendix support team works towards finding a solution.
39
+
8. Once a solution is found and implemented, the escalation is closed.
For customers and partners who hold a valid support services contract, an escalation may be initiated anytime after the SLA response time. If you have 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. Additionally, an escalation should be initiated when there is tangible impact to your production environment, or there is high risk to the business operations.
45
+
For customers and partners who hold a valid support service contract, an escalation may be initiated anytime after the SLA response time. If you have worked through our standard support processes and you are not satisfied with the level or timeliness of service you received, you can escalate accordingly. Additionally, an escalation can be initiated when there is tangible impact to your production environment, or when there is a high risk to the business operations.
40
46
41
-
Listed below are some examples of reasons to initiate an escalation:
47
+
These are some examples of reasons to initiate an escalation:
42
48
43
49
* Management of a major problem, especially where impact to business is high and the problem is taking too long to isolate the cause of the incidents
44
-
* A prolonged outage that exceeds or threaten to exceed the SLA or timeframe
50
+
* A prolonged outage that exceeds or threatens to exceed the SLA or timeframe
45
51
* Frequently recurring or multiple related high-priority incidents where the priority is related to business impact and urgency
46
52
* Security breaches identified or reported by a customer without a workaround that is mutually agreed upon
47
-
* Risk of potential or actual damage to the customer's or provider's reputation
48
53
* Data loss or risk of potential data loss
49
-
* Common sense
50
54
51
-
## What Is the Process for Escalating My Case?
55
+
## How to Escalate a Ticket {#how-to-escalate}
52
56
53
-
The entry point into the Mendix escalation process is through your support case. Please note that for an issue to be escalated, a support case must be created (we will not accept escalations solely based on communications via email). The reason behind this is to get multiple teams involved if need be in a consolidated manner. All communication between the engineer and case owner from the conception of the case should be documented within the case notes so all involved teams can view the progression of the issue.
57
+
The entry point into the Mendix escalation process is through your support case. Please note that, for an issue to be escalated, a support case must be created. We do not accept escalations solely based on communications via email. The reason behind this is to get multiple teams involved if need be in a consolidated manner. All communication between the engineer and the case owner from the conception of the case should be documented within the case notes, so all involved teams can view the progression of the issue.
54
58
55
59
This is the normal process for a support case:
56
60
57
-
1. Navigate to the [Mendix Support](https://support.mendix.com/).
58
-
2. Click **Submit a request**, which will open this form:
1. Navigate to [Mendix Support](https://support.mendix.com/).
62
+
2. Click **Submit a request**. A new form is opened.
63
+
3. From the drop-down list, select the issue type.
64
+
4. Fill in the required information, and submit the ticket.
61
65
62
-
3. Once the ticket has been submitted, this incoming ticket is assigned to a Support Engineer.
63
-
64
-
The Support Engineer will come to a solution most of the time, sometimes after discussion with a Technical Support Lead and, if needed, with our second-line team (for Mendix Studio Pro, Client, Core, or Expert Services).
66
+
Once the ticket has been submitted, it is assigned to a Support Engineer. Most of the time, the Support Engineer will come to a solution. They sometimes need to discuss the issue with a Technical Support Lead and, if needed, with our second-line team, such as Mendix Studio Pro, Client, Core, or Expert Services.
65
67
66
68
If the gap between the customer's expectation and the Mendix Platform possibilities cannot be resolved, an escalation is started.
67
69
68
-
## How Can I Escalate My Case?
69
-
70
70
### Via Email
71
71
72
-
Send an email to **escalation[at]mendix.com** (and CC your Customer Success Manager). Ensure you add the following details to your email for an effective event-based escalation process:
* Documentation of the issue in its entirety (the problem, replication steps, what has been done so far, and the last status of the case from the assignee)
79
-
80
-
### Through the Support Ticket
72
+
Send an email to escalation@mendix.com and CC your Customer Success Manager. Ensure you add the following details to your email for an effective event-based escalation process:
81
73
82
-
In the case notes, CC **escalation[at]mendix.com** and in the case note, do the following:
74
+
* Ticket number
75
+
* Reason for escalating the case
76
+
* Business impact
83
77
84
-
* Document the problem description
85
-
* Provide the business use case for the escalation
86
-
* The next steps provided by the assigned Technical Support Engineer
78
+
One of our managers will respond to your message and begin the escalation process.
Add a new comment to your support ticket which summarizes the problem description, and provides the business impact for the escalation. Make sure to add ‘escalation@mendix.com’ to the CC field. One of our managers will review the comment, mark the ticket as escalated, and begin the escalation process.
91
83
92
-
You will be contacted by the assigned Lead or Manager and we will collaborate and develop a communication plan. As needed, a technical plan of action will be co-developed to ensure resolution of the issue. The Lead or Manager will also update your account team (Customer Success Manager and/or Account Executive) of the case progression. The assigned Leads will work as advocates internally and become a virtual member of your own problem-resolution team.
84
+
### Via Your Customer Success Manager
93
85
94
-
## What Criteria Does Mendix Use to Close My Escalation?
86
+
You can work with your Customer Success Manager (CSM) to initiate an escalation. When reaching out to them, please be ready to discuss the details of the ticket so far, as well as the impact to your business. Your CSM will relay this information to a support manager who will begin the escalation process.
95
87
96
-
An escalation will be considered closed if it meets one or more of the following requirements:
88
+
## What Happens During the Escalation
97
89
98
-
* The objectives that were initially agreed upon have been achieved
99
-
* A satisfactory monitoring period has elapsed without problem recurrence
100
-
* The escalation has been reviewed and an agreement reached to downgrade the case severity level
101
-
* You have agreed that the issue is resolved
102
-
* A mutually accountable decision has been made that the issue cannot or will not be resolved and this has been communicated to all parties
90
+
A member of our leadership team reaches out to you to discuss the details of the escalation, agree on a communication or meeting cadence, and, if necessary, discuss a technical plan of action. Your account team, which can be made up of your Customer Success Manager, Partner Manager and/or Account Executive, is included in this meeting. The assigned Support Leader works as an advocate within Mendix, and ensures that all relevant Mendix team members are actively involved, and that the ticket gets the right level of attention.
103
91
104
-
As part of our continuous improvement process, your escalation will be documented and reviewed to help Mendix determine the steps that led to the escalation and how to avoid the issue from reoccurring.
92
+
## Criteria Used to Close an Escalation
105
93
106
-
## De-Escalation Process
94
+
The purpose of an escalation is to alleviate the impact to our customer's business. Therefore, once a ticket is escalated, we work to resolve the issue or otherwise provide a workaround which allows the customer’s app to function as intended. Once a solution or workaround is provided, the escalation ends.
107
95
108
-
Once resolved to the customer’s satisfaction, the situation is monitored for an agreed-upon period. The escalation team remains on standby and available in case the problem reoccurs during the monitoring period.
96
+
## Escalating Outages
109
97
110
-
Once the monitoring period is successfully completed, the escalation is closed by the Escalation Manager after seeking agreement with the customer.
98
+
Before opening an escalation, it is important to check to see if there is currently an ongoing platform outage. Please check the [status page](https://status.mendix.com/) and see if there are any alerts posted. In the case of an outage, you need to subscribe to that ongoing platform outage to receive updates about it. If you choose to escalate during an outage, Mendix Support acknowledges the escalation, confirms it’s a known issue we are actively working on, and then closes or deprioritizes the escalation while keeping the ticket open until the issue is resolved. Feel free to reach out via phone or a ticket to receive an update on the status of the outage.
0 commit comments