How to escalate a support issue

If your issue requires escalation to have an immediate support response, such as a DataV Platform outage the ticket can be escalated using either of the following methods below:


To Escalate on the Portal
Log in to the webpage select the ticket to be escalated and set the ticket priority as "Urgent". 

To Escalate using Email
Reply to the ticket with the command UrgentTicket as the first line in the message of the email. This command must be in plain text, not HTML.

After a ticket has had the priority marked as Urgent the ticketing system will use an alerting system to immediately page a support staff member to investigate the ticket.


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