topic Re: escalation for the dynatrace support in Open Q&A

escalation for the dynatrace support

ebasarah_ebenaz — Wed, 09 Oct 2024 11:00:52 GMT

Hi Team

I have raised a urgent dynatrace support ticket a month back .The response is very slow and not proper.kindly let me know the steps to escalate

Re: escalation for the dynatrace support

p_devulapalli — Wed, 09 Oct 2024 11:05:54 GMT

@ebasarah_ebenaz , have you tried the Live chat instead ?

https://support.dynatrace.com/

Re: escalation for the dynatrace support

Peter_Youssef — Wed, 09 Oct 2024 11:18:00 GMT

Hello @ebasarah_ebenaz

Through your environment access, open live chat and discuss your concern with Dynatrace engineer in case it requires escalation, the ticket will be assigned to Dynatrace support team where you can ask for a troubleshooting call depending on the raised concern.

BR,

Peter

Re: escalation for the dynatrace support

Peter_Youssef — Wed, 09 Oct 2024 11:40:12 GMT

Hello @ebasarah_ebenaz

If you have cluster admin permission you will be able to contact Dynatrace support and approve the access request to work on the raised concern.
If you don't have cluster admin permission, ensure the attached permissions are assigned to your group.

Hopefully your case will be solved soon.

KR,

Peter.

Re: escalation for the dynatrace support

ebasarah_ebenaz — Wed, 09 Oct 2024 11:50:02 GMT

Thanks Peter