Hot Case Resolution Tracker
AMEA Region - Case Nomination Portal
How to Nominate a Case
Eligibility Criteria
  • P0/P1 cases with significant business impact
  • Cases blocking renewals or upsell opportunities
  • Cases involving security or data exposure risks
  • Strategic accounts requiring executive attention
Required Information
  • Case Number - The TM-XXXXXXXX support case ID
  • Account & BU - Customer name and business unit
  • Severity - Priority level (P0 = most critical)
  • Business Impact - Why this case is urgent
  • Customer Expectation - What resolution is needed
After Submission
  • Case will appear in the Tracker immediately
  • Regional leads will review and assign ownership
  • Updates will be tracked in the case timeline
Tips for Success
Provide detailed impact descriptions and realistic customer expectations. The more context you provide, the faster the resolution team can take action.

Nominate a Hot Case

Submit critical cases that require expedited resolution and cross-functional support

Eligibility Criteria for Hot Case Nomination

  • P0/P1 cases with business impact
  • Renewal or upsell blockers
  • Strategic account escalations
  • Cases stalled >14 days without progress
  • Security incident with data exposure risk
  • Executive-level customer complaint

Identification & Eligibility

Severity & Business Impact

People & Ownership

Technical Details (Optional)