In most cases, Support Analysts follow a similar process to investigate the issue and identify a solution. The analyst will:
If you do not hear from the analyst by the expected date/time or have concerns about the case, call in and ask to speak to a manager!
Thanks for the response! The follow up commitment should be an agreed upon time/date between the analyst and the case contact. If one cannot be found, a manager can get involved to ensure we properly address the issue.
Look for a post next week that will further define the escalation process!