Escalating Support Cases
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 | Customer Support and Operations Manager Email: csopm@megaport.com Mobile: +61 475 014 959 |
2 hours | 12 hours |
| 2 | Head of Customer and Network Services 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.