Aspera Escalation Process

Aspera Escalation Process
Aspera / IBM

Aspera Escalation Process

If our support services fail to meet your expectations, please do the following to escalate: 

1. Be certain to explain the business impact of your problem to the  support professional working your case. 

2. Raise the Severity Level of the problem accordingly (a Severity 1 is  system down) 

3. Ask the support professional to speak to his or her manager or  contact a duty manager from the IBM Directory of worldwide contacts An IBM Support manager will work with our technical staff to  ensure your request is being handled appropriately. The direct  information for the United States: 

Software 

Web: www.ibm.com/mysupport 

Call us toll free: 1-800-IBM-SERV (1-800-426–7378) or toll: 1- 919-864-3512 

Toll: 1-919-864-3512 

Toll free:1-800-426-7378 

4. After allowing the Duty Manager time to make an impact, if further escalation is required, open a Complaint or nominate the issue as a  Critical Situation (“CritSit”), if warranted, by asking any member of your  IBM Client team to do so on your behalf.

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Email your technical inquiries to engineering@pacgenesis.com

512-766-8715

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