Escalation Policy & 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 infrastructure

United States: +1-866-790-2656 Global main line and NOC 24x7x365 – E: support@colohouse.com

Tier 2Business Process SpecialistResponds to issues not resolved at Tier 1

Grant Davis – Director of Client Success E: gdavis@colohouse.com

Tier 3Senior Service Manager or SpecialistResponds to issues due to unavailability of tier 3

Network/Services: Craig McBurnett – VP of Cloud Solutions
E: cmcburnett@colohouse.com

Facilities: Joe Schoonbeck – SVP of Operations
E: jschoonbeck@colohouse.com

Tier 4Extraordinary circumstances escalation

Responds to issues due to unavailability of tier 3 and any special cases being reported

Kyle Verzello – Chief Revenue Officer
E: kverzello@colohouse.com

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