Escalation Path

Created by: Shane Woodward
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Description: This document is to present an escalation path so users can let Support Management know when they feel that their issue needs escalation.

First, we have provided a way to alert all of the management with the option in the web portal as shown in the example below. Checking this and submitting your ticket will alert all the managers that review is requested on that ticket.


If this issue does not receive a response from this request in an acceptable timeframe; the below contact numbers can be used.

Shane Woodward (MST)
Advanced Product Support Manager

Tod Ewasko (EST)
Director of Product Management 

Jonathan Shorter (GMT)
Senior Director, International Technical Engineering
+44 203 289 6662

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