Escalation protocol - Documentation for BMC Helix Control-M

BMC's support teams strive to resolve your issues and service requests as quickly as possible based on incident severity level. If you are not satisfied with the progress of your request, you may request an escalation. When you invoke the escalation process, additional levels of management and technical resources may be assigned to help in the prioritization and resolution of the request. BMC asks that you follow, in the order listed, the defined escalation process: 

1. Contact the Technical Support Analyst assigned to the ticket.
2. Contact the Support Manager via email (found in the email trailer from the original ticket). Alternatively, you may call BMC Support, reference your ticket number, and ask to speak to the on-call duty manager.
3. Contact your Customer Success Team representatives.
4. Contact your BMC Account Manager.