If you feel like your support case needs extra attention, just add the string
#escalate to your comment.
Please include a description of why you think more attention is needed and what impact the issue is having on your business.
#escalate I would like to bring extra attention to this request open since xx days. We are not able to provide the information requested due to xyz. This is causing our production environment to crash on a regular basis.
After you escalate a case, a support manager will follow up with you on an action plan to resolve your concern.