Escalating a Case

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

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.

 

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 all of our support managers

3. For general support escalations, escalate to the Director

Region	Contact
Global Customer Care - Sierra and Vega Suite	Caitlin Spears caitlin.spears@clarivate.com
North America - Polaris and Vega Suite	Matt Baker matthew.baker@clarivate.com
Europe, Africa, Middle East, Australia and New Zealand - Polaris and Vega Suite	Martin Buescher martin.buescher@clarivate.com
Asia Pacific - Polaris and Vega Suite	Kevin Cao kevin.cao@clarivate.com

 

4. Escalate to the Vice President

Region	Contact
Global Customer Care	Luda Soffer luda.soffer@clarivate.com