Partner Escalation Template
Published · updated
When escalating a ticket to the #partner\_support slack channel, it is mandatory to use the following template for the first interaction:
@Channel Priority: Please use the following phrase "Due to this being a (P1, P2, or P3), we must provide a response XXXXXX (e.g. every hour starting at XX:00 PST.)" Ticket link: (link to ticket, not just #) Product Name: (such as Safe Connect, Bitdefender, etc.) Issue: (Summary of reported issue, 2 sentences max) Replicated by Tier2 Team: (Yes/No. If No, please specify why?) Details: (not a copy/paste of what the partner sent us but relevant details about the issue. Include screenshots if available)