Occasionally, you may have a need to reach out to Catchpoint's support leadership team in regards to a pre-existing support ticket. Reasons for this may include:
- To share positive feedback about a support experience, or....
- To share a support interaction concern (such as lack of progress, lack of updates, delayed resolution, etc.)
If you'd like to loop in the support leadership team, just include #supportleads in the body of your email update on the ticket. We also ask you include the reason you're reaching out to support leadership.
Catchpoint support leadership is composed of support managers, who oversee our 24/7 teams, and team leads who provide "on-the-floor" escalation support, and back up managers in ensuring the team's success.
A few things to keep in mind when contacting support leadership:
- If the issue is time-sensitive and immediate help is required, clients can increase the priority of the ticket as mentioned inCreating an Urgent Ticket.
- While the Support Leadership team will not directly provide technical resolution to a ticket, it will ensure the coordination of the appropriate resources till the concern is addressed.
- Triggering the Support Leadership Attention process will not circumvent existing Support guidelines likeSupport Priority and Response Time GuidelinesandUrgent Support Ticket Guidelinesbut will use theseresourcesto bring the escalation to a satisfactory conclusion.
- For anybusiness-relatedissues, please continue to reach out to your Customer Success Managers (CSMs).
Once the Support Leadership team is alerted,a member of the teamwill make initial contact with the client within roughly 12 hours. This initial communication is meant to share contact details and communicate next steps.
All correspondence with the client will be done on the same ticket.