Support Case Escalation Process

Where an increase of severity or a case breaches Service Level Agreements, the case can be raised to the escalations team.

To initiate an escalation please supply the following information:

  • The case reference ID
  • The Partner/Reseller Name
  • The reason for the escalation. Examples (but not limited to):
    • Breached SLA
    • Severity change due to increased impact
    • Overdue updates

Submit this information to


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