Escalating Support Tickets with Rego
- Omar Luna
Requesting a status update to an existing Rego support ticket:
If you require an update to a ticket that hasn’t been recently updated, please make a note in the ticket requesting an update. In many cases, the Rego team continues to work on the issue, but the Support Engineer may not have formulated a complete response just yet. You are welcome to request updates at any time.
Please submit all tickets through our portal, even P1/Sev1 tickets. Please do not call our telephone line to escalate a request until the ticket has been submitted through the portal. To contact us via phone once you’ve submitted the ticket through the portal, please dial the numbers below and listen carefully to the current message:
US: +1 (202)-831-2671
Canada: +1 (873)-800-0941
UK: +44 (147) 273-0312
DE: +49 (7071) 704-9200
AUS: +61 (285) 03-4159
Brazil: +55 (852) 180-9791
How to elevate the priority of an existing Rego support ticket:
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.
Requesting management intervention on an existing ticket:
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.
Service Level Descriptions:
Severity Level | Business Impact | Description | Target Response |
1 | Critical | PRODUCTION System Down/Service Unavailable condition severely impacting Production environment involving: § Service outage or failure severely impacting Customer’s business operations.
| 1 hour |
2 | High | A PRODUCTION high impact business condition where: § Service is available but its functionality is significantly restricted thereby causing disruption to Customer’s normal business operations. § The Service’s Available Functionality is not working, thereby negatively impacting Customer’s business productivity. § There is no workaround available for the issue.
| 2 business hours |
3 | Low/Minor | A PRODUCTION OR NON-PRODUCTION Service is available and Available Functionality is generally usable, however Service has an issue causing minor operational challenge(s). Issues may be isolated to specific end-users and may have little impact on the availability/functionality of the Service.
| 4 business hours |
4 | Minimum/No Impact | A PRODUCTION OR NON-PRODUCTION minor defect that has no impact on the Service, or a general enquiry on the functionality of the Service including how to/informational queries.
| 8 business hours |