How to Engage Support Management on a Case

Article number

000002967

Affected Versions

All

Source Hypervisor

All

Target Hypervisor

All

Administrative How To Other

How to Engage Support Management on a Case

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Summary

myZerto Engage Support Management Goals

myZerto Engage Support Management Overview

An "Engage Support Management" button has been added to the “Manage Cases” and "Case" pages of myZerto.
The "Engage Support Management" button will be conditionally available and is dependent on the case being actively open and the target response time (SLA) having passed.
A case can be engaged due to Support responsiveness, a change in business impact, or for a request to reassign the case.
Support Management will be actively engaged.

Steps

Submitting An Engagement Request

Within the "Manage Cases" section, select the case you would like the management to engage.

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 Engagement Request in the pop up and an automated email message with the Engagement Request number.

Next Steps

Your case status will be updated to “Engaged Support Management” and will revert back to the previous case status once the Engagement is closed.
You will receive an automated message when the Engagement 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 request until the issue has been resolved.
If you have any issues submitting an Engagement Request or are having other Engagement Request issues, please call the Zerto Support line.