myZerto Case Escalation

myZerto Escalation Goals

• Improve Self Service Options
• One Step Escalation
• Direct Contact with TSE Manager (owner)
• Tracked in Salesforce
• Trending of Escalation Reasons
• Continuous Improvement Loop

myZerto Escalation Overview

• An “Escalated” button has been added to the “Manage Cases” section of myZerto. 
• The escalation button will be conditionally available and is dependent on the case being actively open and the target response time having passed. 
• A case can be escalated due to Support responsiveness, a change in business impact, or for a request to reassign the case. 
• Support Management will be actively engaged through the escalation. 

Submitting An Escalation

• Go to the myZerto "Manage Cases" section.

• Within the "Manage Cases" section, select the case you would like to escalate.  

• Within the pop up, enter a reason, impact, phone number, and any applicable additional contacts.  

• Once submitted, you will receive both a confirmation of the submitted escalation in the pop up and an automated email message with the escalation request number.  

Next Steps

• Your case status will be updated to “Escalated” and will revert back to the previous case status once the escalation is closed. 
• You will receive an automated message when the escalation has been both opened and closed. 
• A Zerto Support Manager will review the request and contact you directly. 
• The Zerto Support Manager will engage on the escalation until the issue has been resolved. 
• If you have any issues submitting an escalation or are having other escalation issues, please call the Zerto Support line.