> ## Documentation Index
> Fetch the complete documentation index at: https://support.rallies.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalating an Issue

> Learn when and how to escalate a support issue if you're not getting the help you need.

# Escalating an Issue

If your issue isn't being resolved through normal support channels, here's how to escalate.

## When to Escalate

Consider escalating when:

* ✓ You've waited longer than the expected response time
* ✓ Your issue has been open for multiple days without resolution
* ✓ The response you received didn't address your problem
* ✓ You've tried the suggested solutions and they didn't work
* ✓ You believe there's been a significant error on our part

## When NOT to Escalate

Escalation isn't appropriate for:

* ✗ Feature requests (these follow a different process)
* ✗ Disagreements with our policies
* ✗ Issues submitted less than 24 hours ago
* ✗ Getting a faster response on non-urgent matters

## How to Escalate

### Step 1: Reply to Your Existing Ticket

1. Find the email thread from your original support request
2. Reply (don't start a new thread)
3. Clearly state:
   * That you'd like to escalate
   * Why the current solution isn't working
   * What outcome you're hoping for

**Example:**

```
Hi,

I'd like to escalate this issue. The solution provided
didn't resolve my problem because [reason]. I've been
unable to [describe impact] for [X] days now.

I'm hoping to [desired outcome].

Thank you.
```

### Step 2: Include Your Ticket Number

Always reference your ticket/case number (found in previous emails) so we can quickly locate your history.

### Step 3: Wait for Escalation Response

Escalated issues are reviewed by a senior team member. You should hear back within:

* **Pro subscribers:** 24 hours
* **Free tier:** 48 hours

## What Happens During Escalation

1. **Review:** A senior support member reviews your entire case history
2. **Investigation:** They may dig deeper into technical issues
3. **Decision:** They determine the appropriate resolution
4. **Response:** You receive a response with next steps or resolution

## Escalation Outcomes

Depending on your issue, escalation may result in:

* **Further troubleshooting** with advanced technical steps
* **Bug confirmation** and timeline for a fix
* **Policy exception** in special circumstances
* **Refund or credit** if appropriate
* **Explanation** if the original response was correct

## If Escalation Doesn't Help

If you're still not satisfied after escalation:

1. **Reply again** explaining what's still unresolved
2. **Request manager review** for billing disputes
3. **Consider alternative solutions** we may have suggested

### For Billing Disputes

If you believe you've been incorrectly charged and support hasn't helped:

1. You have the right to dispute through your credit card company
2. However, we prefer to resolve issues directly
3. Contact us first with "Billing Dispute" in your subject line

## Response Time After Escalation

| Subscriber | Escalation Response |
| ---------- | ------------------- |
| Pro        | Within 24 hours     |
| Free       | Within 48 hours     |

## Tips for Effective Escalation

### Do:

* Stay calm and professional
* Be specific about the problem and desired outcome
* Include relevant details and screenshots
* Reference your ticket number

### Don't:

* Use aggressive language
* Make threats
* Submit multiple escalations for the same issue
* Escalate before giving initial support time to respond

***

## Related Articles

* [How to Contact Support](/support/contact)
* [Support Hours & Response Times](/support/response-times)
* [What to Include in a Support Request](/support/what-to-include)
* [Refund Policy](/billing/refund-policy)