Broadcom Customer Care

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Case Severity & Escalation 

Jul 26, 2018 03:09 PM

Determining Issue Priority

Define the severity based on business impact/SLOs

 

 

“Severity 1" means System Down or a product-inoperative condition impacting a production environment for which no workaround is immediately available, such as (i) production server or other mission critical systems are down; (ii) a substantial portion of mission-critical data is at a significant risk of loss or corruption; (iii) a substantial loss of service; (iv) business operations have been severely disrupted; or (v) an incident in which the software causes catastrophic network or system failure or that compromises overall system integrity or data integrity when the software is installed or when it is in operation (i.e., system crash, loss or corruption of data, or loss of system security) and significantly impacts ongoing operations in a production environment

 

Case Escalation

 

Ensure case is at the appropriate severity level

To escalate an existing support case if the business impact has changed, or it is not progressing appropriately, there are options:

  • Call CA Customer Support (1 800 225 5224 Option 1) with case number
  • Change priority to 1 if Business Impact has changed
  • You may ask to speak to a CA Support Manager 
  • Document impact
  • If non-urgent, update the Support Case with the comment requesting a Support Manager contact you
  • Update the support case to change priority between Priorities 2, 3 and 4.

If further escalation is required, please contact your CA Customer Success Manager (First.Last@ca.com)

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