Escalating Support Cases
All incoming support requests are assigned to our Customer Support Team for investigation. If necessary, the team escalates the issue internally to ensure a speedy resolution.
Requests are grouped into one of three categories: incidents, provisioning, or general inquiries. For more information, see Understanding Support Requests.
Escalating a case
You might need to escalate an existing case if circumstances change. Here are some guidelines on when to escalate a case:
- There has been an increase in the impact to your business
- The issue is not being resolved quickly enough
- The support effort is not meeting expectations
Start your case at escalation Level 1. For reference, the escalation path is as follows:
| Level | Contact | Service Loss | Service Degradation |
|---|---|---|---|
| 1 | Customer Support and Operations Manager Email: csopm@megaport.com |
2 hours | 12 hours |
| 2 | Head of Customer and Network Services Email: cnsm@megaport.com |
6 hours | 24 hours |
| 3 | Chief Operating Officer Email: coo@megaport.com |
12 hours | 48 hours |