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.


Also logging in to chat through with chat window in the lower right hand corner will connect you to an agent.

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

April Humberd (EST)
Manager of Support and Managed Services

Jay Chambers (MST)
Senior Tier 3 Engineer

Tod Ewasko (EST)
VP of Product Management and Support

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

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