How to escalate an SR ?

[mrudloff]

I have a support request open with the Platinum Support since the 5th of January and it is quite frustrating as I don't get any responses anymore.

Every time I ask about a status we get just a "engineering is working on it".

Is there ANY way to escalate SRs which appear to go nowhere ?

[avlieshout]

Contact your TAM.

What is the severity off the SR?

-Arnim van Lieshout

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[mrudloff]

3 ... not sure if we even have a TAM

[depping]

Yes there is, it has been discussed during the VMTN Podcast recently: http://rodos.haywood.org/2009/03/vmware-support-vmtn-podcast-38.html

How to escalate a ticket? There is an official escalation process.
There is the “first line”, the “research” and then the “escalation
engineers”. If it’s a technical issue it gets passed up as the
engineers run out of technical skills or understanding. For the non
technical escalation, such as when there is a disconnection in urgency
or response, if you are not connecting properly, playing email/phone
tag, if the case is dragging and revisiting things over and over then
call the support center and ask for the "duty manager" and give them
your ticket number. They will attempt to prod or kick it along or
possibly get it reassigned.

Duncan

VMware Communities User Moderator

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[avlieshout]

Just call VMware.

1) Ask which is your TAM

2) Ask for the status of the SR and say that you wanna talk to the engineer that is working on it.

-Arnim van Lieshout

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[depping]

Arnim, a TAM is a Technical Account Manager. A TAM is a paid PSO service and not many customers have the budget for a TAM. You are probably talking about an SE, System Engineer. System Engineers can do this for you, but again not every single customer has an SE appointed to them, it depends on size etc.

I suggest phoning them up, and ask for a manager or just ask them to escalate it.

Duncan

VMware Communities User Moderator

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[avlieshout]

Duncan,

you are right. Thanks for pointing me out.

-Arnim van Lieshout

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[RParker]

have a support request open with the Platinum Support since the 5th of January

Rather than escalate, have you tried posting your problem here, perhaps we can offer a solution, rather than escalating it.

[mrudloff]

I did a while back yes ..

Bottom line is we keep getting Pinkscreens on our cluster which apparently is related to the Adaptec raid driver. All our hardware is on the HCL and so far the only "troubleshooting" vmware has offered is trying to "play" with different bios versions on controller and mainboard bios.

We even reinstalled several times and whatnot ... Maybe I will post on the forums as well, but like I say - there is a lot to it ...