> ## Documentation Index
> Fetch the complete documentation index at: https://docs.megaport.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalating Support Cases

> This help topic describes how to escalate a support case for an incident.

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](/partners/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     | Global Customer Support Manager<br />Email: [csopm@megaport.com](mailto:csopm@megaport.com?subject=Level%201%20Support%20Case%20Escalation)     | 2 hours      | 12 hours            |
| 2     | VP of Customer and Network Operations<br />Email: [cnsm@megaport.com](mailto:cnsm@megaport.com?subject=Level%202%20Support%20Case%20Escalation) | 6 hours      | 24 hours            |
| 3     | Chief Operating Officer<br />Email: [coo@megaport.com](mailto:coo@megaport.com?subject=Level%203%20Support%20Case%20Escalation)                 | 12 hours     | 48 hours            |