Escalation

Rogue Wave® Technical Support strives to give our customers the highest quality technical support by utilizing and maintaining industry-leading response and customer incident resolution times. However, there may be times when an incident may need to be escalated.

To escalate an incident to a Rogue Wave® support management, the below information is required:

• The support incident id number
• The name of the Technical Support Engineer assigned to the incident
• A brief summary of why the incident is being escalated
• A brief explanation of the requirements needed to resolve the incident

Incident resolution is based upon the support contract and product type. Please choose one of the following product lines to learn how to escalate an incident for those products.

.h++
SourcePro® C++
Stingray®

.h++ Escalation
Silver support customers can escalate an incident by either:

• Asking the engineer assigned to the incident to escalate the problem to a Support Services Manager. The Support Services Manager will then contact the customer once the request is investigated and the support incident reviewed.
• Calling the Support Services main or regional office and requesting to escalate the specific incident.

Gold or Custom support customers should review their Rogue Wave Software contract for contact and escalation details, as direct access to a support manager is available to each Gold or Custom support customer. Any customer that has purchased 24x7 support may escalate an issue at any time by dialing the 24x7 support hotline and requesting to be routed to the support manager on duty.

More information about Rogue Wave .h++ support programs.

Find out more about Software Support Options of Extended Lifecycle Product Support (ELPS)

SourcePro® C++ Escalation
Premium support customers should take the following steps:

• Asking the engineer assigned to the incident to escalate the problem to a Support Services Manager. The Support Services Manager will then contact the customer once the request is investigated and the support incident reviewed.
• Calling the Support Services main or regional office and requesting to escalate the specific incident.

Enterprise support customers should review their contract for contact and escalation details, as direct access to a support manager is available to each Enterprise support customer. Any customer that has purchased 24x7 support may escalate an issue at any time by dialing the 24x7 support hotline and requesting to be routed to the support manager on duty.

Find out more about Software Support Options for SourcePro C++.

Stingray® Escalation
Customers who have purchased Silver support can escalate an incident by either:

• Asking the engineer assigned to the incident to escalate the problem to a Support Services Manager. The Support Services Manager will then contact the customer once the request is investigated and the support incident reviewed.
• Calling the Support Services main or regional office and requesting to escalate the specific incident.

More information about Rogue Wave Stingray support programs.

The following table lists the Rogue Wave Technical Support phone numbers in your area.

These Toll-Free access numbers may not be available from all locations and from all telephones. Please check with your local service provider for more information if you have difficulty accessing this service.

**For countries not listed above, please call 303-545-3205.