This article describes the support case escalation process referenced in the Luminary Cloud Support Policy and Service Level Agreement.

Please review our Support Policy for guidance on how to file a support case and, prior to requesting a support case escalation, please review Known Issues to be sure that there is not an acceptable workaround for the issue you are experiencing.

After reviewing the support links above and any relevant documentation, if you believe that a support case warrants escalation, please send email to [email protected] referencing a specific support ticket number to be escalated and explaining the reason escalation is requested, for example "Can you please escalate case number 12345? Our project deadline is on Friday and we are unable to reach agreement with support on the severity of the case."

Support case escalations following this process will be directed to Luminary’s management team for consideration.