Requesting an a status update to an existing Rego support ticket:
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If the severity of your ticket changes, you can discuss it with the Support Engineer handling your issue. Place a note in the existing case with your request to elevate the severity. If you have a concern about how your expectations for service are being met, you can engage Rego Support Management about your need for increased attention.
If you are encountering a P1 issue that may be related to an existing ticket, please immediately submit a NEW P1 ticket submission online with all of the current details of the P1 outage. The Rego team will address the new P1 issue as defined in the new ticket.
If your expectations can be met only by a product enhancement, please follow our guidance here: Clarity Community Engagement.
Escalating Requesting management intervention on an existing Rego support ticket that requires management intervention:
Rego Support takes your requests for escalated attention very seriously and works to understand your business concerns and provide appropriate service before you find yourself in a situation where you feel the need to request management intervention.
If you have requested an update to a ticket or a change in severity and you are not satisfied with the attention you are receiving, you may escalate a ticket to Rego Support Management by following these steps:
Please ensure that you have the following information available: The ticket number, the reason that you require elevated attention and the business impact you are experiencing.
Submit an email to your Rego Account Manager and our Rego Support Escalations ClarityEscalations@regoconsulting.com Management team. We will process your request and ensure additional resources are provided to resolve the situation.
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