Escalation Policy & Procedure

The purpose of the Escalation Policy & Procedure is to connect customers and third parties with ColoHouse personnel in the rare occurrence of a failure, concern, incident or complaint.

Escalation Procedure – Technical Support & Facility Infrastructure

TierResponsibilityActivityContacts
Tier 1Customer ServiceFirst point of contact for customer/third party to report a failure, concern incident or complaint regarding technical support of facility infrastructureUnited States: +1-866-790-2656 Global main line and NOC 24x7x365 – support@colohouse.com

Europe: +31(0)88-2700-200 EU main line
Monday – Friday 9:00 AM – 5:30 PM Central European Time Zone

+31(0)88-2700-202 EU NOC 24x7x365 – support@netrouting.com

Tier 2Business Process SpecialistResponds to issues not resolved at Tier 1Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1-305-809-8443

Tier 3Senior Service Manager or SpecialistResponds to issues due to unavailability of tier 3Savvas Bout Chief Technology Officer E: sbout@colohouse.com T US: +1-305-529-3832 T NL: +31(0)88-2700-211

Tier 4Extraordinary circumstances escalationResponds to issues due to unavailability of tier 3 and any special cases being reported

Copley Milian Chief Administration Officer E: cmilian@colohouse.com T US: +1-305-407-1786
Tier 4 BackupExtraordinary circumstances escalationResponds to issues due to unavailability of tier 4Paul Bint CEO & President E: pbint@colohouse.com

Escalation Procedure – Account Administration & Other

TierResponsibilityActivityContacts
Tier 1Customer ServiceFirst point of contact for customer/third party to report a failure, concern incident or complaint regarding account administration or other mattersUnited States: +1-866-790-2656 Global main line and NOC 24x7x365 – support@colohouse.com

Europe: +31(0)88-2700-200 EU main line
Monday – Friday 9:00 AM – 5:30 PM Central European Time Zone

+31(0)88-2700-202 EU NOC 24x7x365 – support@netrouting.com

Tier 2Business Process SpecialistResponds to issues not resolved at Tier 1Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1-305-809-8443

Tier 3Extraordinary circumstances escalationResponds to issues due to unavailability of tier 3 and any special cases being reported

Copley Milian SVP, Business Operations E: cmilian@colohouse.com T US: +1-305-407-1786
Tier 3 BackupExtraordinary circumstances escalationResponds to issues due to unavailability of tier 3Paul Bint CEO & President E: pbint@colohouse.com
 
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