Escalation Policy & Procedure : ColoHouse

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: + 1-855-790-2656 Global main line and NOC 24x7x365 - support@colohouse.com Europe: + 31(0) 88-2700-200 EU main line Monday - Friday 9:00AM - 5:30PM Central European Time Zone +31(0)88-2700-202 EU NOC 24x7x365 - support@netrouting.com
Tier 2	Customer Success Manager	Responds to issues not resolved in 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 not resolved at Tier 2 or urgent Tier 1 tickets	Savvas Bout Chief Technology Officer E: sbout@colohouse.com T US: +1 305-529-3832 T NL: +31(0)88-2700
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: +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: + 1-855-790-2656 Global main line and NOC 24x7x365 - support@colohouse.com Europe: + 31(0) 88-2700-200 EU main line Monday - Friday 9:00AM - 5:30PM Central European Time Zone +31(0)88-2700-202 EU NOC 24x7x365 - support@netrouting.com
Tier 2	Customer Success Manager	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 not resolved at Tier 2 or urgent Tier 1 tickets	Copley Milian Chief Administration Officer E: cmilian@colohouse.com T: +1 305-407-1786
Tier 3 Backup	Extraordinary circumstances escalation	Responds to issues due to unavailability of Tier 3 and any special cases being reported	Paul Bint CEO & President E: pbint@colohouse.com

Do you have any questions?

sales@colohouse.com