CloudM Escalation Path

Incidents & Requests

The process for managing and escalating issues raised in relation to the CloudM products differ depending on the following: 

• Impact: This is the resulted impact to your business due to the failure of product or service resulting in the need for product support from CloudM. 
• Urgency: This is the speed at which a resolution to the issue is required.

 It is the responsibility of the CloudM Product Support Engineer to determine an appropriate priority and action based on business impact. The CloudM Product Support Technical Lead will progress as agreed and escalate to the CloudM Head of Product Support and Services or Product Director as appropriate. Please do make attempts to chase the corresponding ticket via the Product Support Team before invoking an escalation. 

Ticket Chase

Contact the Product Support Team via the following to create, chase or escalate a ticket: 

• CloudM customer portal

 Escalation Path