Escalating support cases

You can use the escalation process to surface critical issues and voice your concern about a support case. When a case is escalated, the IBM Cloud support team reviews the information in the support case and responds with appropriate updates. For information about case severity, see Case severity and initial response times.

To escalate a case, complete the following steps:

1. Contact IBM Cloud Support by phone or chat:
   • Pay-as-you-go or subscription accounts can contact support by phone and can find the number in the Support Center.
   • Contact by chat from the Support Center and click Chat with IBM from the Chat with a support agent tile.
2. Provide your existing case number and a request to escalate the case.
3. Provide the justification an escalation and explain the business impact of your problem or issue.

If your support inquiry requires a more immediate response, consider upgrading to the premium or advanced support plan so that you can open severity 1-4 support cases. To upgrade your support plan, contact a IBM Cloud Sales representative.