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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.
| Tier | Responsibility | Activity | Contacts |
| Tier 1 | Customer Service | First 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 – 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 2 | Business Process Specialist | Responds to issues not resolved at Tier 1 | Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1-305-809-8443 |
| Tier 3 | Senior Service Manager or Specialist | Responds to issues due to unavailability of tier 3 | Savvas Bout Chief Technology Officer E: sbout@colohouse.com T US: +1-305-529-3832 T NL: +31(0)88-2700-211 |
| Tier 4 | Extraordinary circumstances escalation | Responds 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 Backup | Extraordinary circumstances escalation | Responds to issues due to unavailability of tier 4 | Paul Bint CEO & President E: pbint@colohouse.com |
Escalation Procedure – Account Administration & Other
| Tier | Responsibility | Activity | Contacts |
| Tier 1 | Customer Service | First point of contact for customer/third party to report a failure, concern incident or complaint regarding account administration or other matters | United 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 2 | Business Process Specialist | Responds to issues not resolved at Tier 1 | Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1-305-809-8443 |
| Tier 3 | Extraordinary circumstances escalation | Responds 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 Backup | Extraordinary circumstances escalation | Responds to issues due to unavailability of tier 3 | Paul Bint CEO & President E: pbint@colohouse.com |
Last Updated on July 17, 2021 by Tylor
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
| Tier | Responsibility | Activity | Contacts |
| Tier 1 | Customer Service | First 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 – 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 2 | Business Process Specialist | Responds to issues not resolved at Tier 1 | Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1-305-809-8443 |
| Tier 3 | Senior Service Manager or Specialist | Responds to issues due to unavailability of tier 3 | Savvas Bout Chief Technology Officer E: sbout@colohouse.com T US: +1-305-529-3832 T NL: +31(0)88-2700-211 |
| Tier 4 | Extraordinary circumstances escalation | Responds to issues due to unavailability of tier 3 and any special cases being reported | Copley Milian Chief Administration Officer E: cmilia@colohouse.com T US: +1-305-407-1786 |
| Tier 4 Backup | Extraordinary circumstances escalation | Responds to issues due to unavailability of tier 4 | Paul Bint CEO & President E: pbint@colohouse.com |
Escalation Procedure – Account Administration & Other
| Tier | Responsibility | Activity | Contacts |
| Tier 1 | Customer Service | First point of contact for customer/third party to report a failure, concern incident or complaint regarding account administration or other matters | United 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 2 | Business Process Specialist | Responds to issues not resolved at Tier 1 | Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1-305-809-8443 |
| Tier 3 | Extraordinary circumstances escalation | Responds to issues due to unavailability of tier 3 and any special cases being reported | Copley Milian SVP, Business Operations E: cmilia@colohouse.com T US: +1-305-407-1786 |
| Tier 3 Backup | Extraordinary circumstances escalation | Responds to issues due to unavailability of tier 3 | Paul Bint CEO & President E: pbint@colohouse.com |
