Initiating Escalations

Despite all our efforts, there may be cases where our support team is unable to process your request to your satisfaction and you wish to make a complaint. The reasons for this may include exceeding the agreed response and recovery times, dissatisfaction with the handling of a ticket by the support team or dissatisfaction with the quality of the product. In such a case you have the possibility to escalate your request on different levels.

Level 0
The Service Desk or your personal contact in the support team represents the primary escalation channel. Do not hesitate to contact him or her if you are dissatisfied with any matter. The earlier you contact us, the better we can respond to your needs.
Next, you can contact the team leaders, Andrei Fotache (andrei.fotache@im-c.com) for the Support Team International and Andreas Rollhäuser (andreas.rollhaeuser@im-c.de) for the Support Team DACH.

Level 1
In the second instance, Claudia Anghel (claudia.anghel@im-c.com) is at your disposal for any complaints as head of the Support team.

Level 2
On the third level, Dr. Christian Zimmer (christian.zimmer@im-c.de) will take care of your concerns as head of Customer Service.

Level 3
Finally, the highest level is an escalation to the Management Board, represented by our CEO Christian Wachter (christian.wachter@im-c.de) as the person responsible for this division.