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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.

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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:
Last modified on August 21, 2026