Case Escalation Process and Guidelines

This article describes the case escalation process and outlines how to request an escalation for a specific support case. As opposed to the regular case management process, case escalation provides expedited support by requesting additional visibility and managerial awareness for a case that requires more attention.

Only customers on Pro or Enterprise CSSP can request a case escalation.

What Is an Escalation?

An escalation is a request from a customer concerning a specific case that’s currently under investigation by Coveo Support. The customer has a case that’s business-critical and requires a faster resolution than what’s provided in the standard resolution process.

Who Can Request an Escalation?

Any person in the following positions can request the escalation of a case with Coveo Support:

  • Primary case owner

  • Coveo Administrator, Developer, Partner, or other community user entitled to Coveo Support

  • Customer Success Manager

  • Customer Subscription Manager

  • Support Manager

  • Product Specialist

What Kind of Issues Can Be Escalated?

All cases are tracked in Coveo’s system by severity. All cases except for Severity 4 issues are eligible for escalation and feature requests (see Case Severity Levels and Initial Response Times). Feature requests and product improvements are reviewed by the Coveo’s Product Management team and don’t fall under the criteria for an escalation.

A request for escalation should only be made after the standard case management process has been given an appropriate amount of time to a resolution or feasible workaround. See the guidelines below for determining the appropriate amount of time prior to requesting an escalation.

Case severity level Allowed time before escalation
1 1 day
2 2 business days
3 5 business days
4 Not eligible for escalation

Requesting an Escalation?

There are two ways to request an escalation on a support case:

By Phone

Customers needing to request an escalation can call the Coveo Support hotline, depending on their location:

  • US and Canada: 1-866-266-1583
  • International: 1-418-266-1583

Escalations (available for customers with the Plus or Enterprise Plan) will be acknowledged during standard business hours from 8 AM to 5 PM EST.

Via the Coveo Support Community

Customers wanting to request an escalation via Coveo Connect must:

  1. Log in to Coveo Connect.

  2. Access the My Cases section.

  3. Select the case to be escalated.

  4. Click Request an escalation.

  5. Fill in the justification form.

  6. Submit the escalation.

What Happens When a Case Is Escalated?

The following table describes a typical escalation path:

Step 1: request Step 2: identification Step 3: resolution cycle Step 4: closure
  1. The client identifies a need to escalate an incident.
  2. The Client contacts Coveo Support to escalate a case either by phone or via the community.
  3. The Product Specialist gathers all necessary information, documents the request, and contacts the Support Manager.
  1. The Support Manager reviews the request and the case.
  2. Within 60 minutes (during standard business hours from 8 AM to 5 PM EST) of receiving the escalation request, the Support Manager follows up with the customer either by phone or case comments.
  3. The Support Manager and the customer discuss the potential diagnostic and resolution paths, and establish expectations.
  1. The Support Manager works with Coveo's teams towards resolution.
  2. The Support Manager regularly communicates progress and status to customer and other stakeholders (if necessary).
  1. The Support Manager and client agree on resolution status.
  2. The Support Manager communicates closure accordingly.

Severity 1 case escalations will be reviewed, and responses will be provided during non-business hours. All other escalations will be handled during regular business hours.

The responsibility of the Support Manager is to understand and document the full scope and business impact that the escalated incident has on the customer company’s daily process. The Support Manager will act as the customer’s advocate within Coveo.

Once the Support Manager clearly understands the context of the escalation request, the manager will establish a potential resolution path with the customer, and expectations will be set as to how the issue will be handled throughout the resolution process.

When an escalation is requested, the customer must agree and commit to providing Coveo necessary internal resources to assist with issue resolution. Failure to provide the requested resources may result in the de-escalation of the case.

If the escalation is accepted, the Support Manager will work closely with the current case owner to communicate any updates and/or resolution to the customer at an agreed-upon frequency. If the escalation is declined, a communication will be sent to the customer with explanations as to why the escalation request was refused.

Once an escalation request is accepted, the Support Manager will work with Coveo’s internal stakeholders to ensure a constant progression of the investigation. When required, the Support Manager will involve various levels of Coveo’s management team whose teams are involved in the case resolution.

How Will the Case Be Handled Once Escalated?

Open Escalation

Once it has been agreed to escalate the case, Coveo Support will flag the case as escalated so that the Product Specialists will easily know about the escalation status of the case. Other backend statuses will be used to help track issue progression.

Throughout the resolution process, the Support Manager or case owner will communicate updates accordingly to the following parties:

  • Customer:

    • The primary contact on the case

    • Other contacts who have been added to the case

    • (If required) Management or executive level

  • Coveo:

    • Coveo Support Management

    • Customer Success Manager

    • Customer Subscription Manager

    • (If required) Any other Coveo resource involved in the case resolution

Closed Escalation

As Coveo Support works to bring closure to the case and once the resolution has been attained, the escalation will be marked as closed. Closure or resolution of an escalated case is decided in a common agreement between the customer and the Support Manager. A closed escalation may be defined by one of the following:

  • Identification of the root cause

  • Established timeline for issue resolution

  • Fully deployed permanent fix

Once the escalation is declared closed or resolved, the Support Manager or case owner will send a final communication summarizing the issue and its resolution.

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