If your support case requires urgent attention due to increased impact, our Escalation Management Team is here to help. You can submit an escalation directly from the support portal.

NOTE: If you're working with Spot products (now part of Flexera), you won't see an Escalate Case tab in the support portal. To request additional attention on a Spot-related issue, please contact your account representative directly.

IMPORTANT: If you're experiencing a Critical/System Down incident, call your region's support line immediately for the fastest response.

When to escalate a case

Escalating your case signals that additional support is needed beyond the normal resolution process. Before submitting, we recommend reviewing the Flexera Support Terms to ensure your request aligns with the case priority.

What happens after you escalate

Once your escalation is submitted:

• The regional escalation team will be notified.
• Your case will be reviewed during standard business hours.
• We’ll begin with an impact assessment, so please include as much detail as possible to help us understand the urgency and scope.

Target response time: Within two business hours (regional business hours apply)

What to include in your escalation

To help us act quickly and effectively, please include:

• Business impact: How is this affecting operations?
• Key contacts: Who should be updated on progress?
• Escalation justification: Context around why additional urgency or visibility is needed.