How to.. Raise a Service Quality issue on the Services Portal
This document describes how to escalate an issue when you’re not happy with the quality of service you’re getting from SoftwareOne’s support teams.
You can raise a Service Quality issue on the Services Portal.
For more information about accessing the portal, click here.
For more information on the Escalation process in SoftwareOne , click here
Service Quality issues are raised against existing tickets.
The following steps show
Procedure
Step | Key Action | Detail |
1 | Login to the Services Portal | Go to https://portal.softwareone.cloud and login |
2 | Open the Ticket you want to raise the issue against | Go to Tickets > Open the Ticket inquestion |
3 | Open a Service Quality issue against the ticket | Scroll down the Left hand side of the Ticket page to find the “Raise Service Quality issue” section:  Provide details on why you’re escalating the ticket and hit Submit. When you hit Submit a comment will be inserted into your ticket and a new, ‘Service Quality’ ticket will be raise and the number shown in the modal:   |
4 | Confirm a new Service Quality ticket has been created. | Go back to Tickets and a new ticket of type “Service Quality” will be shown.  |
Your Service Quality ticket will now be taken through the SoftwareOne escalation process as defined here Your original ticket will remain open and continue to be worked upon | ||