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    Escalation Manager

    Escalation Customer Care Support

    FUJITSU GLOVIA SUPPORT OFFICES

    United States
    Glovia Customer Care
    200 Continental Blvd, 3rd Floor
    El Segundo, CA 90245
    gcc@glovia.com
    Tele: +1 800 223-3799
          +1 310 563-7000
    Fax:  +1 310 563-7300
    Escalation Manager (EM)
    Tele: +1 888 245-6842 x7385
          +1 310 563-7385
    The Netherlands
    Glovia Customer Care
    BIC 1
    5657 BX Eindhoven
    The Netherlands
    esc@glovia.com
    Tele:       +31 (0) 40 2655355
    Eindhoven Support Center
    Tele:       +31 (0) 40 2655300
     

    For further information and regional locations, see the Contact Us page or contact marketing@glovia.com

     

    Escalate a Case

    The Escalation (Emergency) Manager (EM) will assist you with your call or direct your escalated call to the appropriate resource.

    When the following conditions occur, you may choose to escalate your case:

    1. Your case focus has become extremely urgent (business has stopped – application/function is unusable) and the two-hour initial response time target for a “Critical / High” priority is unacceptable.
      • Otherwise, all non-critical (Medium – Low) priority cases are acknowledged within 2-hours
    2. If you are not satisfied with the service you are receiving regarding the case, and you choose to accelerate to another level.
    3. If the severity level defines Glovia management involvement and additional Glovia resources, you may escalate to a higher level.

     

     

    Escalation Manager of the Day (EM) Telephone Numbers

    Phone: (888) 245-6842 x7385 or (310) 563-7385

    When the EM answers, please be ready to provide the following information:

    • Case number.
    • Your name or the Contact Person for your case.
    • Your telephone number or the number of the Contact Person, if different.

    This does not include local area support during scheduled company holidays (published within the Customer Care Guide).

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    Or, call us at (800) 223-3799