Escalate expert inquiries

The method you choose to escalate expert inquiries depends on your plan.

Cloud Intelligence Essentials plan

If you have a Cloud Intelligence Essentials plan, engaging a human expert requires payment for most inquiry types. This action automatically manages the escalation process.

You initiate escalation by:

• Selecting Speak to a human expert when creating your inquiry.

• Choosing Escalate after reviewing the AI assistant's initial response to your inquiry.

  Caution

  Since payment secures escalation, you must not select Escalate again. This is unnecessary and may result in you being charged twice for the same inquiry.

In either case, your inquiry is immediately routed to our specialist support team, bypassing the standard queue.

Fee-exempt inquiry categories

Certain inquiry categories are exempt from the escalation fee. For these categories, selecting Escalate routes your inquiry directly to a human expert at no cost. The names below are the labels in the inquiry form:

• Invoices and Finance
• Request promotional credits
• Google Workspace/G Suite
• Microsoft Office 365
• PerfectScale
• Perks
• Marketplace For ISVs
• Invoice Management, Report a bug, and DoiT offboarding, when the platform is DoiT
• Add Subscription to Existing Tenant and Consolidate Tenant, when the platform is Microsoft Azure

Cloud Intelligence Enhanced and Enterprise plans

If you have a Cloud Intelligence Enhanced or Enterprise plan, you can escalate an inquiry at any time.

1. Sign in to the DoiT console, select Get advice, and then select View all expert inquiries. You'll see a complete list of all your inquiries.

2. Locate the inquiry you want to escalate.

3. Open the inquiry, select Escalate in the upper-right corner on the inquiry page.

4. Select the reason for escalation, for example, Long resolution time, Business impact, Technical expertise, or Other.

   You can also add a comment about why you are escalating the inquiry.