If a ticket has not been resolved to your satisfaction or within a reasonable timeframe, you have clear escalation paths.

Step 1: Follow Up on the Ticket

If you have not received a response within 1 business day, reply to the ticket email or log in to the portal and add a comment to the open ticket. This updates the ticket's activity timestamp and re-queues it for attention.

Step 2: Contact Your Account Manager

Your account manager is your primary point of contact for escalations. Reach out directly via email or phone and reference your ticket number. They can expedite resolution within the operations team.

Step 3: Request Management Escalation

For unresolved issues involving significant financial impact, repeated errors, or SLA breach concerns, request a management-level review by emailing your account manager and asking for the issue to be escalated to the operations management team.

What to Include in an Escalation

• Ticket number(s) and a summary of the unresolved issue.
• Timeline of events and communications to date.
• The specific outcome you are requesting.
• Financial impact or business impact if relevant.