Every issue of yours is critical to us. So, if there is ever a situation where the standard ticket path isn’t going to get the issue solved, we pull out all the stops to get it resolved. Your ticket is ‘escalated.’

Tickets can get escalated for any of these reasons:

• They need an IT Professional with a particular skill set
• The issue needs an onsite service call
• It has not been resolved within the customer’s SLA

An escalated ticket is either given a higher priority in the ticket queue, or is put into a different queue or allocated to a different IT professional. Once escalated, the required actions will be taken.

If you ever find that your ticket hasn’t been resolved within your agreed SLA, contact your Technical Coordinator or our Customer Services Manager. They will escalate your ticket.

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