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If you are not satisfied with the progress of your Service Request, you should follow these steps to ensure your SR receives the appropriate level of attention (skipping an escalation level may actually delay the handling and resolution of your issue). Please refer to Global Customer Support Contacts for regional phone and email information.
Escalation Process
Step 1
Use your SR number to contact the assigned Cadence Support Application Engineer and describe your specific concern regarding progress. Clarifying expectations regarding urgency and level of communications improves the likelihood of a satisfying customer support experience.
Step 2
Contact your Global Customer Support region and request your SR to be escalated.
- Advise them you'd like to have a Service Request escalated
- Have available:
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Your name, company name, SR number |
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Reason for escalation | Step 3
Contact your Global Customer Support region and request to speak to the Customer Support Director regarding SR escalation.
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