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Escalating a Case

Updated 01/13/2025 03:14:49 AM by cdiez@iii.com
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Summary

Please use this escalation process if you feel your support case isn't being addressed appropriately.

Solution

At Innovative Interfaces, it is our goal to provide extraordinary customer service to our customers.  You can use this escalation process if you feel your support case isn't being addressed appropriately. Once a case is escalated, the support team reviews the information in the case and responds with appropriate updates.

 

To escalate a support case, complete the following steps:

  1. Login to Support Center and view your case under Manage Cases.  Use the Escalate Case button and add a comment providing the reason for escalation and the business impact of your problem or issue.
    1. Login to Support Center
    2. Select Manage Cases and view your active case.
    3. Use the Escalate button and add a Comment. Click on Next.

NOTE: For urgent issues, you can follow-up by phone at +1-510-450-6344 (U.S. International) or use one of the phone listings here.

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2. Escalate a case to a Customer Support Manager using the email: iiisupportescalation@clarivate.com 

 When you use this email your message will be delivered to the following managers

Region Manager
Asia Pacific Tim Hall
Europe, Middle East, Africa, South America Charo Diez
North America - Polaris, Virtua and Vital

Gary Bell

North America - Sierra and Millennium Angela Clough

 

  

 

 

 

 

 

 

 

 

 

 


3. For general support escalations, escalate to the Director

Region

Contact

Global Customer Care - Polaris, Sierra, Millennium,  Virtua and Vital

Caitlin Spears

caitlin.spears@clarivate.com

 

4. Escalate to the Vice President

Region

Contact

Global Customer Care

Luda Soffer

luda.soffer@clarivate.com

Keywords: Support escalation sierra policy escalate tickets walkthrough escalation

Related Solutions

  • Information and Contact Us
  • Submitting and Viewing Cases
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  • What is my region for Customer Support?
  • Support Center FAQ
Solution ID
160113101417029
Last Modified Date
01/13/2025 03:14:49 AM
Taxonomy
  • Solutions > Supportal
  • Solutions > Supportal > Customer Support policies
  • Solutions > Online Help
Collections
  • Encore
  • General Announcements
  • INNReach
  • Millennium
  • Polaris
  • Sierra
  • SkyRiver
  • Virtua
  • Vital

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