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How to escalate a NetApp Technical Support Case

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Applies to

NetApp Technical Support

Description

If you are not completely satisfied with how your technical support case is progressing, select one of the following options below to escalate your case to a NetApp Support Duty Manager. 

Procedure

Critical escalation issues

  1. Call NetApp Support entering case number, inform your case owner that you need to escalate the case on a remote session.
    • US and Canada: +1 888 463 8277
    • EMEA and Europe: +800 44 638277
    • Asia and Pacific: +800 800 80 800
  2. If unable to reach your case owner, Call NetApp Support and select prompt to engage with the Duty Manager.

Non-critical escalation issues

  • On mysupport.netapp.com, click on Escalate this case to the Duty Manager to send an email to the Duty Manager
  • On mysupport.netapp.com, click on Chat about Escalating this case to chat* with the Duty Manager

clipboard_e8b6b971141d7de54f60d135d48270d94.png

*Secure customers MUST submit an escalation request via online case or phone. Escalating via chat is not an option for Secure customers given the level of security required for these customers 

Additional Information

NetApp Customer Escalation Engagement

 

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NetApp provides no representations or warranties regarding the accuracy or reliability or serviceability of any information or recommendations provided in this publication or with respect to any results that may be obtained by the use of the information or observance of any recommendations provided herein. The information in this document is distributed AS IS and the use of this information or the implementation of any recommendations or techniques herein is a customer's responsibility and depends on the customer's ability to evaluate and integrate them into the customer's operational environment. This document and the information contained herein may be used solely in connection with the NetApp products discussed in this document.
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