How can I escalate on open tickets?

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Please use Sev1or Sev2in subject line when you send email to support@rancher.com. This triggers our escalation SLA workflows and alert notifications. The escalation handler handles string variants such as Sev 1, Sev-1, Sev_1 and in a case-insensitive manner. Emails with these strings result in the creation of a Sev1 or Sev2 ticket. Alternately, you can also set the severity level from the web form when you file the ticket by clicking on the Submit a request link from the Support Portal. Refer this page for our severity level definitions.

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