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Escalation protocol

BMC's support teams strive to resolve your issues and service requests as quickly as possible based on incident severity level. If you are not satisfied with the progress of your request, you may request an escalation. When you invoke the escalation process, additional levels of management and technical resources may be assigned to help in the prioritization and resolution of the request. BMC asks that you follow, in the order listed, the defined escalation process: 

  1. Contact your assigned Technical Support Analyst (TSA) directly to escalate the issue to BMC Support Management. For each Support Case submitted, you will receive a TSA assigned via email. 
  2. Contact the BMC Customer Support call center to request an escalation to the BMC Support Management. 
  3. Contact your BMC Account Manager to escalate to BMC Support Management. 
Warning

Please include the Support Case ID and the reason for the escalation when making the request. 




 

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