Reset Search
 

 

Article

KB30196 - How to escalate a support case

« Go Back

Information

 
Last Modified Date10/23/2018 8:06 PM
Synopsis
 This articles outlines procedures for customers to escalate a case in the condition that it has not been handled properly.
Problem or Goal
Cause
Solution
If the case isn’t progressing as required, you can request an escalation of your case via Customer Portal.
  1. Login to https://my.pulsesecure.net
  2. Click Case Center
  3. From the list, select the corresponding case
  4. Click Escalate Now
  5. From the Escalate Reason drop-down, select one of the following options:
 

Option

When to Select

Juniper Action

Faster Progress

Select this option If you need faster progress on your case. 

A Pulse Secure Escalation Manager will be assigned to your escalation to ensure that your case is properly prioritized and progress toward resolution is accelerated.

Case Status Update

Select this option if you require an update on your case.

A Pulse Secure Escalation Manager will work with the Support Engineer that Is assigned to your case to provide an update to your case.

Support Engineer Now

Select this option if you need a JTAC Support Engineer to contact you.Be specific as possible in the additional information text field to help the Support Engineer better serve you.

A Pulse Secure Support Engineer will contact you in a reasonable amount of time using your preferred method of communication (telephone or email).  When possible the current owner of your case will contact you.

Case Reassignment

Select this option if you feel that the case needs to be reassigned for any reason.  

A Pulse Secure Escalation Manager will be assigned to your escalation and will have your case reassigned per your request.

RMA Status Update

Select this option if you require an update to the RMA (part replacement) shipment or request for your case.

A Pulse Secure Customer Care agent will be assigned to your request and will respond back with an update on your RMA request.

Other

Select this option only when the other options do not meet your needs.  Please be as specific as possible in the additional information text field so that we may assign your escalation request properly.

A Pulse Secure Escalation Manager will be assigned to your escalation and will take action according to your request.


Note that these options are subject to change and available for Platinum customers only. They may be modified to better meet your needs.

For all options, we request that you provide additional details in the text box presented. This will help us to serve you better. Once the submit button is clicked, a Pulse Secure Customer Service Representative or Manager will be assigned to your escalation request and will take action.
Related Links
Attachment 1 
Created ByData Deployment

Feedback

 

Was this article helpful?


   

Feedback

Please tell us how we can make this article more useful.

Characters Remaining: 255