action.skip

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