This article will explain how to contact Pivotal Support after opening a ticket.
Step 1: Initiate Case
- Ensure that you have an existing case with Pivotal Support: Submit a Ticket at our Pivotal Portal.
- Expected response times based on severity:
Target Response Times
|Critical (Severity 1)||30 minutes or less: 24x7|
|Major (Severity 2)||2 business hours|
|Minor (Severity 3)||8 business hours|
|Cosmetic (Severity 4)||1 business day|
Reference: Pivotal Support Offerings.
- Note: For Severity-1 cases, please allow 30 minutes for a response before escalating your ticket.
Step 2: Escalate Case
- Update the existing case with an escalation request and the case owner will respond.
- For immediate attention, call Pivotal Customer Service 24x7 at +1 877.477.2269 and provide the existing Ticket number as well as critical contact information.