Ticket escalation
Let’s get this
moving
If a ticket isn’t going the way it should, this puts it in front of a service manager directly. It takes under a minute, and someone will call you.
Ticket ID
01 · Escalate
Tell us what’s wrong
Everything here is required — we need to be able to reach you quickly, and we need to know what “fixed” looks like from your side.
Escalating never counts against you and never affects your bill. It is the fastest way to get a stuck ticket unstuck, and we would far rather you used it than sat waiting.
02 · After you send it
What happens next
An escalation does not join the back of the queue. Here is the actual sequence.
Your escalation goes to a service manager, not the general support inbox, and it is attached to the existing ticket rather than opening a new one.
A manager reviews the ticket history and calls you on the number you give us. If we can’t reach you by phone we’ll email, but the call comes first.
You get a written summary: what went wrong, what we are doing about it, who owns it and when you will next hear from them.
03 · Other routes
If it can’t wait
This form is for a ticket that is going badly. If something is down right now, phone — it will always be faster than a form.
Speak to someone now
Ask for a service manager and you’ll be put through.
How escalation works