Escalating Support Cases - Megaport Documentation

To ensure we can assist you as efficiently as possible, please submit a support request so our support team can conduct a preliminary investigation. This initial step helps us provide the right context and support. Escalations without a support request will be redirected to the support team. To learn more about submitting a support request, see these help topics:

Escalating a case

You might need to escalate an existing case if circumstances change. Here are some guidelines about 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 Email: csopm@megaport.com Mobile: +61 475 014 959	2 hours	12 hours
2	VP of Customer and Network Operations Email: cnsm@megaport.com Mobile: +61 475 000 686	6 hours	24 hours
3	Chief Operating Officer Email: coo@megaport.com Mobile: +61 438 384 519	12 hours	48 hours

The escalation email contacts should be used sequentially only when resolution is delayed or the support effort is not meeting expectations.

​Escalating a case

Escalating a case