Overview At Aembit, we are committed to resolving your support requests in accordance with your organization's Service Level Agreement (SLA). If an active support ticket requires heightened visibility, an elevated priority, or immediate attention due to changing operational conditions, you can escalate the ticket directly through the Aembit Support Portal.
When to Escalate a Ticket
You should consider escalating an open support request under any of the following circumstances:
Increased Business Impact: The scope or severity of the issue has escalated (e.g., an issue originally submitted as a non-critical inquiry now affects live production access).
Impending Deployment Deadline: The underlying issue blocks a scheduled, time-sensitive system launch or critical configuration change.
SLA Timeline Concerns: A ticket has gone beyond its expected SLA turnaround time without a clear path to resolution.
How to Escalate Your Ticket
Sign In to the Portal: Navigate to the Aembit Support Portal and log in with your account credentials.
Navigate to My Activities: Click your profile icon in the top-right corner of the page and select My activities (or Requests).
Open the Ticket: From your list of open requests, click on the relevant ticket.
Click Escalate Request: Locate the Escalate Request button in the right-hand side panel of the ticket view and click it.
Add a Comment: In the reply field, add a brief comment explaining the reason for the escalation (e.g., updated business impact, timeline constraints, or updated system behavior).
What Happens Next
When you click Escalate Request:
Support Leadership Alerted: An automated alert is dispatched immediately to the Support Engineering management team.
Priority & SLA Re-evaluation: A support manager reviews the request, verifies the ticket's severity level, and adjusts resources or assignment to accelerate resolution.
Ticket Update: A support team member will respond directly on the ticket thread acknowledging the escalation and providing an updated action plan.