What is the escalation process?
Once a new support case is logged, one of the Cooperative Support Team members ensures that all the information that is needed to evaluate the case is available. Then, it must be determined if the reported item is legitimate bug or an application/configuration issue. This often may require an additional request of information such as an analysis of the description of the problem, review log files or an attempt to reproduce the issue. In addition, there will be automated processes in place that will monitor all case activity. In the chance a case has not been addressed in accordance with the SLA of the support contract, the support team manager is notified. This ensures you a timely response to your issue.
