How do I escalate a Case with Ellucian Support?

An escalation is a request from a customer concerning a specific Case that has been opened with Ellucian Global Support. The Case is business-critical and requires a faster resolution than what is being provided through the resolution process.

If the priority of your Case needs to be elevated, this can be done by editing the Case and changing the priority.  This update will alert the analyst assigned to the Case that more attention is needed.
If you are not comfortable with the progress on a Case, if the support provided to you is not satisfactory, or if you feel further escalation is needed, please contact the appropriate Escalation Manager / Action Line Director listed below.  Escalations should only be made after the standard Case management process has been given an appropriate amount of time to review the issue and/or find a resolution or workaround and all requested information has been provided to the Action Line.

See guidelines below for the appropriate amount of time before an escalation can be requested.
Please include in your escalation the following:

• Ensure the escalated issue exists in the Ellucian Support Center
• Review the issue for current information
• Contact the Escalation Manager and include:

1. 1. 1. Account & contact person at the site
      2. Case number
      3. Impact to operations
      4. Workarounds or alternatives considered or in place (if any), and why they may not be acceptable
      5. Date by which a resolution is needed

NOTE: If you are escalating a Priority 1 System down and are unable to reach the designated escalation point person above, please open a P1 Case referencing the case to be escalated and/or call our hotline at 1-844-358-7222 and/or send an email to actionline@ellucian.com.

This will alert our off-hours team of the escalation.