We understand you want immediate responsiveness. That’s why our support experts are there 24/7/365 to immediately resolve issues based on service impact and urgency—at no cost to you. If you ever have an issue, here’s how we’ll prioritize and handle it:
1st Escalation: If help desk support is unable to resolve, assigns to a Support Engineer.
2nd Escalation: Support Engineer will respond within SLA.
3rd Escalation: Support Engineer will engage on-call manager.
4th Escalation: If no resolution can be reached, CTO will be assigned to review and resolve the issue.