Service call escalation process

The escalation procedure for logging a service call is as follows:

1. Call the Response Center at 1-800-685-3656.
2. On-duty Response Center staff will attempt to solve the problem by:
   • Checking the Pandora Troubleshooting page. Use Ctrl (Cmd) + F to search by keyword
   • Checking AskMe for any calls against other Pandora systems on the Service Processes page
   • Checking the Pandora Bugzilla database for Support and/or QA incidents regarding similar problems.
   • Asking someone else in the RC who knows more about Pandora than you do.
3. If the RC person can’t solve the problem, s/he will escalate to the PSS (Product Support Specialist) or Pandora Subject Matter Expert.

Note: Once the problem has been solved, share the wealth! Submit details about the problem and solution using the Submit Info link at the top of this page.