The Automated Follow-up Service is designed to ensure timely and proactive follow-up with customers when we need information to advance a case towards resolution.
Automated follow-ups will be sent to the customer Contact on the case according to the rules outlined below.
NOTE: This process applies only to High, Medium, or Low priority cases.
NOTE: The follow-up timer can start and stop several times for a case.
Examples of requests that start the follow-up timer:
- Send environment information
- Describe what happened before application failure
- Send product logs
- Verify proposed solution
1st follow-up
When Product Support proposes a solution or requests information for an open case, a follow-up timer is started for that case.
If there is no customer response within 2 business days, an automated email is sent to the customer contact who opened the case, with a reminder of the customer action requested (provide information or accept/reject solution), and a link to access the case.
2nd follow-up
If there is no customer response within 5 business days after Product Support proposes a solution or requests information for a case, a second automated email is sent to the customer contact who opened the case.
This email contains a reminder of the customer action requested (provide information or accept/reject solution), and a link to access the case.
3rd follow-up
If there is no customer response within 10 business days after Product Support proposes a solution or requests information for a case, the case is closed, and a final auto follow-up Email is sent to the customer Contact who opened the case.
All information in the case will remain intact for 30 days (including any logs or attachments). The customer can reopen it only by a telephone call to Product Support.
NOTE: All data in a closed case (including any logs or other customer files) is purged from My Support 30 days after the case is closed.
