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Escalate a Marketing Cloud case to Technical Support Management

Knowledge Article Number 000231932
Description Got a case that needs attention? Here's how to get it escalated. 
Resolution
Small Alert Icon NOTE: The Marketing Cloud Log In doesn't include Social Studio, Social.com, Radian6 or Buddy Media. To escalate one of those cases, email marketingcloudsupport@salesforce.com.

1. Log in with the Marketing Cloud Log In (Help and Training).
2. On the Technical Support tile, click Go.
3. Click Contact Us.
4. "In Support Cases," click the case you need to escalate.
5. Click Escalate Case.

 

User-added image
 

Premier & Premier + Success Plan

 
  • Appears after 4 hours of case creation
 

Standard & Standard + Success Plan 

  • Appears after 8 hours of case creation
 
If the escalate button isn't available yet, add a comment to the case requesting the case to be expedited.
 

 

 

 




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