Call Logging Process
	Priority Assignment
	Escalation Procedures
	Frontline
	Additional Services
	Making Contact

Current customer? Visit FrontLine.

Call Escalation Procedures

If your call is logged or escalated as a priority 1 or priority 9 call:

1. Your call is responded to immediately or within one working hour. Priority is confirmed. Next steps are agreed and timescales set.
2. A member of our support team will contact customer management to advise of the following: Points of contact if required Timescales and next steps.
3. Our internal process begins and the following groups are made aware of your call: UK Support Team Leader, UK Account Manager, UK Sales Manager, USA Product Support Team Leader
4. Your call is closely monitored until such time as closure or downgrade. This will only happen on agreement with the customer and Support Consultant.
5. Compuware management listed in step 3 and customer management will be advised of closure or downgrade.