{"id":11926,"date":"2025-12-17T13:34:42","date_gmt":"2025-12-17T21:34:42","guid":{"rendered":"https:\/\/laverne.edu\/technology\/?page_id=11926"},"modified":"2025-12-17T13:39:18","modified_gmt":"2025-12-17T21:39:18","slug":"how-do-i-escalate-a-case-with-ellucian-support","status":"publish","type":"page","link":"https:\/\/laverne.edu\/technology\/how-do-i-escalate-a-case-with-ellucian-support\/","title":{"rendered":"How do I escalate a Case with Ellucian Support?"},"content":{"rendered":"<p>An\u00a0<b><strong>escalation<\/strong><\/b><span>\u00a0<\/span>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.<\/p>\n<p>If the priority of your Case needs to be<span>\u00a0<\/span><b><strong>elevated<\/strong><\/b>, this can be done by editing the Case and changing the priority.\u00a0 This update will alert the analyst assigned to the Case that more attention is needed.<br \/>\nIf 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.\u00a0<span>\u00a0<\/span>Escalations should only be made after the standard Case management process has been given an<span>\u00a0<\/span>appropriate amount of time to\u00a0<b><strong>review the issue and\/or find a resolution or workaround and all requested information has been provided to the Action Line<\/strong><\/b>.<\/p>\n<p><em>See guidelines below for the appropriate amount of time before an escalation can be requested.<\/em><br \/>\n<b><strong>Please include in your escalation the following:<\/strong><\/b><\/p>\n<ul>\n<li>Ensure the escalated issue exists in the Ellucian Support Center<\/li>\n<li>Review the issue for current information<\/li>\n<li>Contact the Escalation Manager and include:<\/li>\n<\/ul>\n<ol>\n<li>\n<ol>\n<li>\n<ol>\n<li>Account &amp; contact person at the site<\/li>\n<li>Case number<\/li>\n<li>Impact to operations<\/li>\n<li>Workarounds or alternatives considered or in place (if any), and why they may not be acceptable<\/li>\n<li>Date by which a resolution is needed<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<table>\n<tbody>\n<tr>\n<td><b><strong>Escalation Manager<\/strong><\/b><\/td>\n<td><b><strong>Product<\/strong><\/b><\/td>\n<td><b><strong>Phone<\/strong><\/b><\/td>\n<td><b><strong>Email<\/strong><\/b><\/td>\n<\/tr>\n<tr>\n<td>Brenda Cackett<\/td>\n<td>Banner Accounts Receivable<\/p>\n<p>Banner Student<\/p>\n<p>Banner Financial Aid<br \/>\nBanner General<br \/>\nePrint<br \/>\neTranscripts<\/p>\n<p>Degree Works<br \/>\nInternational Student and Scholar Management (ISSM)<\/td>\n<td>585-339-2352<\/td>\n<td><a href=\"mailto:&#98;ren&#100;a.c&#97;c&#107;&#101;&#116;&#116;&#64;&#101;&#108;luc&#105;&#97;n.&#99;&#111;&#109;\">br&#101;&#110;&#100;&#97;.c&#97;&#99;ket&#116;&#64;e&#108;&#108;u&#99;&#105;&#97;&#110;.com<\/a><\/td>\n<\/tr>\n<tr>\n<td>Brian Murphy<\/td>\n<td>Advance Web<br \/>\nBanner Advancement<br \/>\nElevateEllucian CRM Advise<br \/>\nEllucian CRM AdvanceSmartCall<\/td>\n<td>703-261-2675<\/td>\n<td><a href=\"mailto:&#66;r&#105;a&#110;.&#77;&#117;rph&#121;&#64;e&#108;&#108;uc&#105;&#97;n.c&#111;m\">b&#114;ia&#110;.mur&#112;&#104;&#121;&#64;e&#108;l&#117;&#99;i&#97;&#110;.co&#109;<\/a><\/td>\n<\/tr>\n<tr>\n<td>Jeff Roderick<\/td>\n<td>Colleague Student<\/p>\n<p>Colleague Accounts Receivable<\/p>\n<p>Banner Finance<\/p>\n<p>Colleague Finance<\/p>\n<p>Banner HR<\/p>\n<p>Colleague HR<\/p>\n<p>Colleague Financial Aid<\/p>\n<p>PowerCampus<\/td>\n<td>703-227-1157<\/td>\n<td><a href=\"mailto:jef&#102;.&#114;ode&#114;ic&#107;&#64;&#101;llu&#99;&#105;&#97;n.co&#109;\">j&#101;&#102;f.ro&#100;&#101;ric&#107;&#64;e&#108;l&#117;&#99;&#105;&#97;&#110;&#46;c&#111;&#109;<\/a><\/td>\n<\/tr>\n<tr>\n<td>Dave Lombardo<\/td>\n<td>Middleware<\/p>\n<p>Banner Document Management (BDM)<\/p>\n<p>Banner Application Navigator (AppNav)<br \/>\nBanner Extensibility<br \/>\nBanner\/Recruit Integration Manager (BRIM)<br \/>\nBanner Technical\/Oracle<\/p>\n<p>Business Objects<\/p>\n<p>Colleague DataOrchestrator<\/p>\n<p>Colleague Reporting and Operational Analytics (CROA)<br \/>\nColleague Systems &amp; Tools<br \/>\nEllucian Insights (BI)<br \/>\nEllucian Ethos<br \/>\nEllucian Experience<br \/>\nEllucian ILP<br \/>\nEllucian Intelligent Processes (EIP)<br \/>\nEllucian Mobile<br \/>\nEllucian Solution Manager (ESM)<br \/>\neProcurement<br \/>\nLuminis<br \/>\nIdentity Management (BEIS)<br \/>\nIntegration<br \/>\nODS<br \/>\nWorkflow<\/td>\n<td>781-672-1819<\/td>\n<td><a href=\"mailto:d&#97;v&#101;&#46;l&#111;&#109;&#98;&#97;&#114;do&#64;e&#108;lu&#99;&#105;an.&#99;om\">da&#118;&#101;.&#108;om&#98;&#97;r&#100;o&#64;e&#108;&#108;&#117;&#99;i&#97;n.&#99;&#111;m<\/a><\/td>\n<\/tr>\n<tr>\n<td>Alex Blough<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/td>\n<td>Customer Success \/ Customer Center<\/td>\n<td>703-627-2652<\/td>\n<td><a href=\"mailto:th&#101;&#114;e&#115;a&#46;&#106;a&#109;e&#115;&#64;&#101;&#108;&#108;&#117;&#99;&#105;a&#110;&#46;&#99;&#111;&#109;\">&#97;l&#101;x.&#98;&#108;ough&#64;e&#108;&#108;&#117;&#99;&#105;&#97;&#110;&#46;com<\/a><\/td>\n<\/tr>\n<tr>\n<td>Esther Garcia<\/td>\n<td>LAC Localizations<\/td>\n<td>+52 2222-098690<\/td>\n<td><a href=\"mailto:es&#116;h&#101;r.&#103;&#97;&#114;c&#105;&#97;&#64;e&#108;l&#117;&#99;&#105;&#97;n&#46;c&#111;m\">e&#115;&#116;h&#101;&#114;.&#103;arc&#105;a&#64;e&#108;luc&#105;a&#110;&#46;&#99;om<\/a><\/td>\n<\/tr>\n<tr>\n<td>Hari Loganathan<\/td>\n<td>UK Localizations<br \/>\nQuercus<\/td>\n<td>+353 0873622887<\/td>\n<td><a href=\"mailto:&#72;&#97;&#114;i.&#76;o&#103;an&#97;&#116;&#104;a&#110;&#64;&#101;&#108;&#108;&#117;c&#105;&#97;n&#46;&#99;om\">&#104;ar&#105;&#46;&#108;&#111;g&#97;n&#97;th&#97;&#110;&#64;&#101;&#108;&#108;&#117;&#99;&#105;&#97;&#110;.&#99;&#111;&#109;<\/a><\/td>\n<\/tr>\n<tr>\n<td>Scott Schappert<\/td>\n<td>Apply<\/p>\n<p>Ektron \u2013 WCMS<\/p>\n<p>Ellucian CRM Recruit<\/td>\n<td>703-261-2186<\/p>\n<p>&nbsp;<\/td>\n<td><a href=\"mailto:S&#99;o&#116;&#116;.&#83;&#99;&#104;app&#101;r&#116;&#64;e&#108;&#108;&#117;&#99;i&#97;n.c&#111;&#109;\">&#115;&#99;ot&#116;.sc&#104;&#97;pp&#101;&#114;t&#64;&#101;&#108;&#108;&#117;cian.c&#111;&#109;<\/a><\/td>\n<\/tr>\n<tr>\n<td>Ivan Babichuk<\/td>\n<td>Ellucian Award<br \/>\nEllucian Smart Plan<\/td>\n<td><\/td>\n<td><a href=\"mailto:i&#118;an&#46;&#98;&#97;bi&#99;&#104;uk&#64;&#101;l&#108;&#117;&#99;ia&#110;&#46;&#99;o&#109;\">&#105;v&#97;&#110;.&#98;&#97;&#98;i&#99;hu&#107;&#64;e&#108;&#108;uc&#105;an.c&#111;&#109;<\/a><\/td>\n<\/tr>\n<tr>\n<td>Sujay N\u00a0 and<br \/>\nRamesh Purushothama<\/td>\n<td>Banner Mod Center<br \/>\nColleague Custom<\/td>\n<td>\u00a0(send email to both)<\/td>\n<td><a href=\"mailto:&#115;&#117;&#106;&#97;&#121;&#46;n&#64;&#101;llu&#99;&#105;&#97;&#110;&#46;&#99;om\">&#115;&#117;&#106;&#97;&#121;.&#110;&#64;e&#108;&#108;&#117;ci&#97;&#110;&#46;&#99;om<\/a><span>\u00a0<\/span><a href=\"mailto:R&#97;m&#101;&#115;h&#46;&#80;uru&#115;hotham&#97;&#64;e&#108;&#108;ucian&#46;c&#111;m\">r&#97;me&#115;&#104;&#46;p&#117;&#114;u&#115;hot&#104;&#97;&#109;&#97;&#64;&#101;lluc&#105;an.com<\/a><\/td>\n<\/tr>\n<tr>\n<td>\u00a0SEE BELOW<\/td>\n<td>Student Financial Success &#8211; see below<\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>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<span>\u00a0<\/span>call our hotline at 1-844-358-7222 and\/or send an email to<span>\u00a0<\/span><a href=\"mailto:ac&#116;&#105;&#111;nl&#105;&#110;&#101;&#64;el&#108;uc&#105;&#97;n&#46;co&#109;\">a&#99;&#116;&#105;o&#110;&#108;in&#101;&#64;el&#108;&#117;ci&#97;&#110;&#46;&#99;om<\/a>.<\/p>\n<p>This will alert our off-hours team of the escalation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>An\u00a0escalation\u00a0is 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\u00a0elevated, this can be done by editing the Case and changing [&hellip;]<\/p>\n","protected":false},"author":23,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-11926","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.8 (Yoast SEO v23.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How do I escalate a Case with Ellucian Support? | University of La Verne<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/laverne.edu\/technology\/how-do-i-escalate-a-case-with-ellucian-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How do I escalate a Case with Ellucian Support?\" \/>\n<meta property=\"og:description\" content=\"An\u00a0escalation\u00a0is a request from a customer concerning a specific Case that has been opened with Ellucian Global Support. 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