Voxeo Documentation - Escalating a Support Request

When you have issues with Voxeo services, a formal escalation path is defined to allow you to receive an immediate, all-hands resolution.

In scenarios where customer communications or system monitoring indicates that a traffic-affecting problem is present, the Technical Escalation Team will escalate to the senior-most technical resources and to the Voxeo management team on your behalf. In the event that you have a support inquiry that you feel requires immediate attention, you should first create a support ticket describing the issue, and then contact your Account Executive or the Customer Obsession Support Manager in that order, to initiate additional Voxeo efforts to bring about a resolution. For more information, see How to: Create a Support Ticket.

To create a support ticket, you must log into your account in the Evolution Developer Portal .

During an Escalation

The Voxeo team considers the resolution of your problem to be our number one goal--any priority escalation will follow the process listed below:

 

The Customer Obsession Support Team will contact your designated Account Executive , Solutions Architect , Manager of Customer Obsession Support, Vice President of Customer Obsession Support, and Vice President of Customer Experience within 10 minutes of the issue being formally escalated.

 
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Your Technical Escalation Team will actively engage technical resources from the Engineering and Operations teams as required.

 
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Both the Technical Escalation Team and your Account Executive will provide you with proactive resolution status notifications in real-time as required.

 
 

If the problem has not been resolved after an additional 20 minutes after the first-stage escalation, Voxeo´s General Manager is informed to ensure your priority issues receive the highest management visibility until the problem is resolved.

 

The Escalation Flow

The following illustration shows how Production priority issues are escalated to engage the Voxeo management team to ensure that problems are given appropriate attention levels, and how far Voxeo is willing to go to ensure accurate resolutions by engaging management. Regardless of the hour or day of the week, any and all customer issues that are deemed critical in nature are escalated to maintain 24/7/365 up-time for you.

Escalation Contact Information

For Production customers, you should first contact your Customer Obsession Team members that are selected specifically for your account and you should have already been notified of the contact information for your Account Executive, and Solutions Architect. The following table provides Production customers with Voxeo issue escalation management contact information and the order of escalation notification.

Escalation Role

Contact Information

Solutions Architect

Specific to your account.

Account Executive

Specific to your account.

Manager of Customer Obsession Support Team

Andree Mora

1-407-473-0942 (mobile telephone)

VP of Customer Obsession Support Team

Dan Koroscil

1-407-406-3752 (mobile telephone)

VP of Customer Experience

Amy Downs (NA)

1-407-375-7747

Voxeo Senior VP & General Manager

David Herzog

See Also

Voxeo Support Guide Overview

Evolution Developer Portal Guide

 
Voxeo Corporation is a technology company that specializes in providing development platforms for unified customer experience as self-service and unified communications using real-time communications applications. Voxeo's products are also available as a SaaS platform as cloud-based services using on-premise software in a private cloud, or hybrid clouds that combine both on-demand public-cloud and on-premise components. For more information, see Voxeo.com and Triplecloud.com.

 
The Voxeo Customer Obsession Manager is the responsible for the management of the Customer Obsession Support Team.
 

The free Voxeo customer and developer web portal located at https://evolution.voxeo.com that provides tutorials, application development tools, developer forums, and access to our free 24-hour, around-the-clock, Customer Obsession Support Team.

 

The Voxeo Customer Obsession Support Team is the Voxeo Support Team division of the the Customer Obsession Team.

 

The Voxeo Account Executive owns the business relationship for your account and represents your business needs to Voxeo. The Account Executive is your top-level issue escalation and also leads reviews with the Executive team to assist your organization in meeting objectives.

 

Voxeo Solutions Architects are the primary technical point of contact for the requirements gathering, architecture, and solution delivery for Voxeo customers. They also play a role in managing the technical relationship of Voxeo's premier customers.

 
The Voxeo Production environment provides IVR platforms for live use. When your application is ready for live use, you must contact Voxeo Support to move your application from Staging to the Production environment. To contact Voxeo Support to move an application to Production, visit Voxeo Support Guide Overview.
 

Voxeo Solutions Architects are the primary technical point of contact for the requirements gathering, architecture, and solution delivery for Voxeo customers. They also play a role in managing the technical relationship of Voxeo's premier customers.

 

The Voxeo Account Executive owns the business relationship for your account and represents your business needs to Voxeo. The Account Executive is your top-level issue escalation and also leads reviews with the Executive team to assist your organization in meeting objectives.

 

The Voxeo Customer Obsession Support Team is the Voxeo Support Team division of the the Customer Obsession Team.

 

The Voxeo Customer Obsession Support Team is the Voxeo Support Team division of the the Customer Obsession Team.

 

Provides the customer experience strategy and execution at Voxeo including responsibility for Professional Services, Technical Account Management, and Services Partner Management.

Voxeo Documentation

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     Escalating a Support Request
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  Voxeo Glossary
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