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Support Case
•Ticket opened by customer
via Kyriba Social, email, or
phone
•Required in order to engage
with support
Case Owner
•Case owner has knowledge
of issue and can provide a
resolution
•Knows when to escalate to
internal teams
Advanced Support
•Senior member of team with
subject matter expertise
•Escalation point for any open
case
•Liason with internal product
teams for resolution
Director, Support
•Oversight and responsibility
of the Client Support team
•Groups best practices for
case management
•Escalation point for any
issues and challenges
When You Go Live, You Have Support
Support Case
Client Services Support
Advanced Support
Management