Article number
000002967
Affected Versions
All
Source Hypervisor
All
Target Hypervisor
All
myZerto Engage Support Management on a Case
Viewed 1881 times
Summary
myZerto Engage Support Management Goals
myZerto Engage Support Management Overview
- Improve Self Service Options
- One Step Escalation
- Direct Contact with TSE Manager (owner)
- Tracked in Salesforce
- Trending of Reasons
- Continuous Improvement Loop
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
Next Steps
- Go to the myZerto "Manage Cases" section.
- Within the "Manage Cases" section, select the case you would like the management to engage.
- Or on the "Case #" page click "Engage Support Management".
- 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.