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Article ID: 5850, created on Dec 9, 2008, last review on Aug 3, 2017

  • Applies to:
  • Odin Business Automation Standard
  • Plesk Automation
  • Odin Automation Essentials

For escalation path for Odin Automation Premium please refer to the article #128866.

ESCALATION PATH

If a support team member has not contacted you within 2 hours after you submitted a ticket, you have an option to escalate it. Start with Level 1 below and then work through the Levels until you get resolution to your satisfaction.

Level

Escalation options

1

  1. Using ‘Escalate’ functionality in Self Service at https://support.odin.com
  2. By phone (authorization by ticket number required)
  3. By chat (authorization by ticket number required)
2

Senior Director, Odin Support: Vitaly Malakhov
e-mail: vmalakhov@odin.com
phone: +7 913 935 9834

3

Head of Global Services Cloud: Peter Stridh
e-mail: peter.stridh@ingrammicro.com
phone: +1 714 382 1574
mobile: +1 714 833 4330


Escalation in Self Service

For escalation please use 'Escalate' option in your ticket in Self Service at https://support.odin.com.

Once you select 'Escalate', you are prompted to confirm the escalation and, as soon as it is confirmed, a corresponding e-mail is sent to the Support Shift Manager on duty. The issue will be evaluated, and you will be updated with the issue status at the earliest possibility.

Note: 'Escalate' option might be missing within your Self Service if:

  • Your support program or the chosen severity does not allow escalating the ticket
  • You are still within the 2 hour timeframe of when the ticket was initially opened
  • Time past from the ticket creation or the last update is within the time frame determined as guaranteed response time based on your chosen support program and ticket severity
  • The status of the ticket doesn't involve further escalation. Specifically, tickets marked as: waiting for an update from the requestor, resolved and pending confirmation from the requestor, or closed.

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