How to escalate a support issue

If your issue requires escalation to have an immediate support response, such as a platform outage, severe application slowdown, or hosting issue, you can escalate your ticket using either of the following methods below:

To Escalate on the Portal
Log in to the webpage, select the ticket to be escalated, and set the ticket priority as "Urgent". 

To Escalate using Email
After creating the ticket and receiving the confirmation email from Bsquare, reply to the email with the text UrgentTicket as the first line in the message of the email. This command must be in plain text, without any format changes. Note that the text must be plain, but the email can be html-based as long as that text does not have any modifications.

After you escalate
Once your ticket has been escalated, on-call Bsquare staff will be notified immediately and will respond within thirty minutes or as per your Support Agreement.



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