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Understand how issue escalation works

Usage: This workflow is to be used by Tenfold Customer/Partner/Partner Customer teams to share with both direct and secondary customer teams for issue escalations. UPDATED: 2022-04-04

A Customer, Partner, or Partner Customer has an Issue/Outage

Customer (non-partner), Partner, or Partner Customer identifies an issue is internal or as an issue with Tenfold using one of the following resources:

Tenfold Status Page: https://status.tenfold.com (Outage/Performance Alerts)

Tenfold Resources: Knowledgebase at docs.tenfold.com

Tenfold Determining Issue Cause: Tenfold-Partner-Support-Determining-Issue-Cause

OEM Partner offerings: please use your internal troubleshooting workflow to resolve

Tenfold Customer, Partner, or Partner Customer MUST collect/provide the following:

  • Account Name and/or Organization ID (obtained in Tenfold dashboard Company Settings)

  • Specify which Customer Region(s) is/are impacted (NEW)

  • Include the user impact: 1-2 users, a small subset of users, or all users (REQUIRED)

  • Description of the issue, providing examples and steps to replicate (REQUIRED)

  • Include/attach error messages (including screenshots)

  • If possible, create a video recording of the issue and share this with us or request that we have a screen share session to capture the issue (NEW)

  • a) Date, b) Time, c) External Phone Number, and d) User’s Extension associated with the call when the issue occurred

IMPORTANT NOTE: Our tier 1 team will assess your issue and diagnose if they can resolve it, and if not, it will be transitioned to our Advanced Troubleshooting team. These usually take 12-24 hours for our team to diagnose and further troubleshoot once ALL of the above information (and possibly some preliminary validation questions) are answered.

Tenfold Customer, Partner, or Partner Customer contacts Tenfold Support (Tier 2/3) via:

Highly Recommended --> 1) support.tenfold.com (Submit a support request Ticket)

2) Call +1512-770-9100 (direct to Tenfold Support)

In the case of a confirmed Outage, please have your

Phone/CRM Administrator contact Tenfold Support.

Tenfold Technical Support (Tier 2/3) works with Non-Partner Direct CustomersInternally with the Partner, or In Collaboration with the Partner and Partner Customer in order to reach a resolution