Sometimes a ticket needs more attention than it is getting. Here is how escalation works at CloudM, openly and without side channels.
How to request an escalation
Ask in the ticket itself. Reply to your ticket stating that you would like to escalate and, briefly, why. There is no separate escalation address or form: the ticket is the single front door, and an escalation request in the ticket reaches our senior support team directly. This keeps the full history of your issue and its escalation in one place.
When escalation is appropriate
We accept escalations on these grounds:
- Significant communication breakdown — the dialogue on your ticket has broken down and you can no longer see what is happening or who owns it.
- An urgent, business-impactful ticket is not progressing — you have not been given meaningful communication from a support engineer about the intended timeline to resolution: what the plan is, and when you will next hear from us.
- The same issue persists after being resolved multiple times — a problem that keeps returning after each fix deserves senior eyes and a root-cause approach.
- Repeated missed response commitments — our published response or update times have been missed more than once on the same ticket.
- A material business deadline is now at risk because of the unresolved ticket — for example an approaching migration go-live or contractual date. Tell us the date and the dependency.
- Something has gone wrong with our handling — lost context, incorrect information, a commitment we made and did not keep.
Important
To keep escalation meaningful for everyone, these are not grounds for escalation: wanting a correctly-classified lower-priority ticket worked ahead of others with unchanged impact, disagreement with a product decision or feature request outcome, or raising priority without a change in impact. If your issue's real impact has grown, that is exactly what escalation is for — show us the impact and we will act on it.
What happens when you escalate
- A senior support engineer reviews your ticket within one supported working day.
- Your escalation gets a named owner who stays with it.
- A plan is documented in the ticket: what we will do, and when you will next hear from us.
Note
Escalation changes the attention your ticket receives; it does not change the published response commitments.
Beyond support
If your concern is commercial or relationship-level rather than technical, your CloudM Account Manager or Customer Success Manager is the right route, and they will engage support leadership directly.