Escalating a case
You can request an escalation of a case at any time.
Procedure
- Log on to the SDL Customer Gateway.
- Navigate to the case via the My Support tab.
- From the Quick Actions menu select Request Escalation.
- Provide details to support your escalation in the Comment box and click Request.
Results
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
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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.comproviding 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.