How to escalate a support case

[Sonja_Bauernfeind]

An escalation is a request from a customer concerning a specific case that is currently under
investigation by Qlik Support. The customer has a case that has business-critical impact without a workaround provided and requires a faster resolution than what is provided in the standard resolution process.

The Escalation Management process aims 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. Any Qlik® customer or partner with a valid maintenance contract may initiate an escalation on an existing support case. Escalations are intended for existing cases. Please do not report new issues through Escalation Management. New issues should be raised through the Qlik Support portal.

Escalations can occur for several reasons. Having a defined process allows Qlik to identify, track, monitor and manage situations that require increased awareness and quick action.

Please note that for an issue to be escalated, a support case must first be created (we will not accept escalations solely based on communications via email). If a case has been 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. See Escalation Triggers for more information.

Escalation triggers

1. The Licensee believes that Qlik has failed to meet any of the response and/or communication frequency times frames with respect to any errors reported and/or feels that the quality of the Support Services provided by Qlik is not satisfactory 
2. The incidents has a high business impact on a Qlik customer or partner 
3. Severity 1 or 2 Incidents which have or may fall outside of agreed SLAs should be escalated

How to escalate an incident

1. To escalate a support incident successfully, mention your intention to escalate in the open support case. This will begin the escalation process.
2. If more attention is required, proceed to initiate the escalation by contacting the regional support manager (see table below), moving upwards if needed as shown in the chart. 

Escalation Matrix

Contacts

Regional Support Managers Product Support

Americas	Qlik Data Analytics Products Giuseppe Novello  giuseppe.novello@qlik.com Akshesh Patel aksheshkumar.patel@qlik.com Qlik Data Integration Jayashree Guin jayashree.guin@qlik.com Lyka Marie Jove lykamarie.jove@qlik.com  Robert Kittles robert.kittles@qlik.com Christian Tan christian.tan@qlik.com Lori Wittal lori.wittal@qlik.com Evan Teitelbaum evan.teitelbaum@qlik.com Talend Christian Tan christian.tan@qlik.com
EMEA	Qlik Data Analytics Products Albert Candelario albert.candelario@qlik.com Benoit Canal benoit.canal@qlik.com Patrick Vanotti patrick.vanotti@qlik.com Qlik Data Integration Anne Arnoult anne.arnoult@qlik.com Dmitry Dmitriev dmitry.dmitriev@qlik.com Fabio Cunha fabio.cunha@qlik.com Talend Anne Arnoult anne.arnoult@qlik.com
APAC	Qlik Data Analytics Products Kiran Shankar kiran.shankar@qlik.com Ayaka Hanazono ayaka.hanazono@qlik.com Yasser Ahmed Kahn yaaserahmed.khan@qlik.com Sankar Reddy K sankarreddy.k@qlik.com Qlik Data Integration John Wang  john.wang@qlik.com Ravi Chintam ravi.chintam@qlik.com Robin Patel robin.patel@qlik.com Shaona Zhang shaona.zhang@qlik.com Talend Robin Patel robin.patel@qlik.com
Global Customer Support	Qlik Customer Support / Talend Customer Care Suresh Kumar sureshkumar.gona@qlik.com Mohammed Imran mohammed.imran@qlik.com

Regional Support Directors

Americas	Hien Le hien.le@qlik.com
EMEA	Réginald de Visscher reginald.devisscher@qlik.com
APAC	Robin Patel robin.patel@qlik.com

SVP Global

Global

Daniel Coullet daniel.coullet@qlik.com

[teiching2]

Since Qlik and Talend are one company now, it would be helpful to have the escalation contacts for the Talend portfolio on this list as well. 

[Sonja_Bauernfeind]

Hello @teiching2 A review of this article is in process. Thank you for reaching out!