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 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
Eric Klipp (EST)
Manager of Field Engineering
Justin Johns (GMT)
Senior Manager of International Support
+44 020 7010 8506
Tod Ewasko (EST)
Director of Global Support
Aaron Stochlia (MST)
V.P. of Global Support