Escalation Path Process

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 Manager(s) will progress as agreed and escalate to the CloudM Product Director as if deemed necessary. Please make attempts to chase the corresponding ticket via the Product Support Team before invoking an escalation.



CloudM Support Technical Escalation Process

CloudM’s process for escalating a support ticket is as follows. 

  1. Request an escalation via your support ticket by stating to the engineer that’s currently working on your ticket. (eg. I would like this ticket to be escalated)
  2. The assigned engineer will then check the box in the ticket that will then mark the ticket as escalated. Once the box has been checked the engineer will then assign an escalation owner. 
  3. For the first level of escalation, the escalation owner will be one of the Region Support leads. The region support lead will arrange a call with the customer to discuss the issue and gather all details. If the region support lead can resolve the call they are to do so. If further troubleshooting is required then they are to liaise with development or the Support Manager on the issue. 
  4. Should the ticket need to be escalated again, the escalation ownership will then be transferred from a region lead to the Support Manager. 
  5. The Support Manager will then arrange a call with the customer/partner to discuss the issue at length and come up with a path toward resolution.



 CloudM Support Escalation Path

Escalation Role

Escalation Conditions

Contact Method

Product Support Team

  • To raise incidents or service requests
  • To chase existing tickets
  • To check on the status of existing tickets


Region Support Leads

(1st Escalation)

  • Unsatisfactory response or resolution provided. 
  • Escalation of urgent incident

Name: 1st Escalation Team


Global Support Manager

(2nd Escalation)

  • Unsatisfactory response or resolution provided via 1st escalation team.

Name: 2nd Escalation Team


Director of Customer Experience (CX)

(3rd Escalation)

  • Unsatisfactory response or resolution provided via 2nd escalation.

Name: 3rd Escalation Team


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