Escalation process

Data Center customers operate our products in mission critical environments and want to feel confident that if issues arise they can be addressed quickly. We want to reassure them that we'll monitor the response times to their support requests:

Step 1

Create a support request on https://http://service.edag-ps.com/ or https://csx.edag.de/jira/servicedesk/customer/portal/1

We actively monitor the response times on this queue.

Our public target is to provide an answer within:

4hrs during working days for issues with the priority "Matter of hours"
8hrs (1 working day) for issues with other priorities.

Step 2

In the support request, click "Escalate".

We will receive an email and teams message on our mobile phones, telling us you are expecting an answer for this request.

Our target on escalation is to provide an answer within 4hrs during working days.

The manager will be informed directly on the esclation process.