I need to escalate an incident. How can this be done? Does Blue Prism have a published escalation procedure?

I need to escalate an incident. How can this be done? Does Blue Prism have a published escalation procedure?

If you need to escalate an incident then we you can find all the relevant information in the published document called "Escalation Procedure". This is available in the Customer Services -> Documents area of the Blue Prism Portal.

Before escalating any incident we would ask that you gather and then supply the following information with any communication you make via that procedure:-

• A statement about the scope of the issue (for example, how many parts of the business are affected; how many resources are affected; is this production or, if development,what key milestones are being threatened)
• A summary of the key aspects of the issue
• The current Customer Support incident number, a contact name and phone number who will act as the single point of contact for coordinating your responses