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Escalating a case

You can request an escalation of a case at any time.

Procedure

  1. Log on to the SDL Customer Gateway.
  2. Navigate to the case via the My Support tab.
  3. From the Quick Actions menu select Request Escalation.
  4. Provide details to support your escalation in the Comment box and click Request.

Results

The title of your case is pre-fixed with a yellow icon. Your Line Manager, as listed in Salesforce, is notified by email of the request. The Support Engineer working on your case evaluates your escalation request as per the SDL Technical Support Service Policy and if accepted, the icon changes to red. The Support Engineer then conducts research, engages with experts and develops an action plan to resolve the issue.

If an escalation is rejected, the icon disappears.

You can choose Request De-escalation from the Quick Actions menu to cancel the escalation request.

You can re-request an escalation at any time.

Second Escalation
If a resolution is not reached and you would like to further escalate the case, please send an email to the Support Managers group at supportmanagers@sdl.com providing the case number, reason for escalation and business need. This is seen by SDL's Global Management team and a manager or appointed deputy should contact the client within two (2) business hours to discuss next steps.
Third Escalation
If the reason for escalation remains unresolved, the client and/or the Support Manager may escalate to the Global Client Service Leadership Team, gcs.leaders@sdl.com, who will work towards resolution with the appropriate resources, communicating with the client as necessary.