> ## 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.

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:

* [Contacting Support](/support/contact)
* [Understanding Support Requests](/support/requests)

## 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<br />Email: [csopm@megaport.com](mailto:csopm@megaport.com?subject=Level%201%20Support%20Case%20Escalation)<br />Mobile: +61 475 014 959     | 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)<br />Mobile: +61 475 000 686 | 6 hours      | 24 hours            |
| 3     | Chief Operating Officer<br />Email: [coo@megaport.com](mailto:coo@megaport.com?subject=Level%203%20Support%20Case%20Escalation)<br />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.