Case Escalation
Case Escalation
Below is the case escalation process for customers who wish to pursue a particular concern regarding an open IBM Support Community case:
Customers should submit a new case to the IBM Support Community (https://www.ibm.com/mysupport) with “Case Escalation” in the title.
Include the following information in the description of the case:
Original case number requiring escalation (in the format of TSxxxxxxxxx).
Note: All case numbers typically begin with "TS" followed by 9 digitsSpecific reason for the escalation request (please include the Account Name and your contact name) so the IBM SRE team may prioritize your request accordingly
Note:
To appropriately notify the SRE management team, please do not request an escalation through a comment in an open case or forward a tracking system e-mail that you have already received as a response. Please note that while we may be able to process some requests quickly, there may be questions or issues that require a longer time for analysis.
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