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.
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For more information about accessing the portal, click here.
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For more information on the Escalation process in SoftwareOne , click here
Service Quality issues are raised against existing tickets.
The following steps show
Procedure
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Step |
Key Action |
Detail |
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1 |
Login to the Services Portal |
Go to https://portal.softwareone.cloud and login
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2 |
Open the Ticket you want to raise the issue against |
Go to Tickets > Open the Ticket inquestion |
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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: 
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4 |
Confirm a new Service Quality ticket has been created.
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Go back to Tickets and a new ticket of type “Service Quality” will be shown. 
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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 |
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