What is a Support Escalation?
Support Escalation is an expedited process or plan to address a specific issue or support ticket. If a ticket is approved for escalation, our team of Technical Support Specialists and Engineers will make every effort to resolve the issue as quickly as possible. However, escalation does not guarantee a faster resolution.
Can I Request Escalation for a Ticket?
Degreed uses a rigorous prioritization system to address bugs, defects and support tickets. Degreed’s Support Leadership team considers the overall impact that addressing each ticket has across our client base, to the platform's usability, and to our engineering resources.
However, you can request escalation for a support ticket by adding a note directly to the ticket. Please indicate the reason for the request and why the issue is urgent.
Optionally, you can contact your CSM and ask them to flag the ticket for escalation.
When submitting a request for escalation, please provide our support team with all relevant details needed to assess the impact of the bug so we can prioritize accordingly.
What are Valid Reasons for Escalating a Ticket?
If any of the following reasons apply, your request for escalation may be approved:
- You are launching a program to a broader user population and the issue prevents this initiative.
- A core part of Degreed does not function, or is experiencing severe degradation of performance.
- A security breach or issue is detected.
- The issue is related to a site outage.
- Degreed’s authentication service is unavailable and users cannot login via SSO.
- LXP features such as Pathways, feeds, Plans, or Content Cards are not available within Degreed, even without degraded access or capabilities.
- Career Mobility features such as Opportunities are not available within Degreed, even without degraded access or capabilities.
- Degreed FTP access is denied/blocked.
- All Degreed Reports fail to process or deliver within a 24 hour period.
- All inbound File Upload processes fail within a 24 hour period.
- More than 100 people are unable to authenticate into Degreed.
- All content from a provider integration is missing within Degreed.
- All completion or required learning data from a provider integration is missing within Degreed.
- There’s a discrepancy in the User Profile data for 100 or more users.
- Degreed Insights are not available within the application, even without degraded access or capabilities.
- There’s been no activity or update for 1 week or longer on a support ticket where the issue renders the site unusable or impacts a large user population.
When Would an Escalation Request be Denied?
If any of the following apply, your request for escalation may not be approved:
- The issue impacts only a small audience.
- The issue only exists in the Degreed Beta site.
- Degreed support technicians are actively working on the ticket.
- Degreed support technicians are awaiting a response from you or someone at your organization.
Who Approves Support Ticket Escalations?
The Support Team treats escalation requests on a case by case basis. Technical Support Leadership approves escalations based on the merits of the case, the impact the issue has across all Degreed users, and availability of our technicians. Your Technical Support agent will provide an estimated timeline to resolution, and provide updates while the Support Team investigates your request.