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 2Customer Success ManagerResponds to issues not resolved at Tier 1Lizeth Bermudez

Customer Success Manager

E: lbermudez@colohouse.com

T: +1-305-809-8447

Tier 3Senior Service Manager or SpecialistResponds to issues not resolved at Tier 2 or urgent Tier 1 ticketsRobbin Diepeveen

Manager of Operations, EU

E: rdiepeveen@colohouse.com

T: +31(0)88-2700-213

Tier 3

Backup

Senior 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 reportedCopley Milian

SVP, Business Operations

E: cmilia@colohouse.com

T US: +1-305-407-1786

Tier 4

Backup

Extraordinary 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 2Customer Success ManagerResponds to issues not resolved at Tier 1Lizeth Bermudez

Customer Success Manager

E: lbermudez@colohouse.com

T: +1-305-809-8447

Tier 2 BackupBusiness AdministratorResponds to issues due to unavailability of tier 2Rocio Arias

Business Administrator

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 reportedCopley Milian

SVP, Business Operations

E: cmilia@colohouse.com

T US: +1-305-407-1786

Tier 3

Backup

Extraordinary circumstances escalationResponds to issues due to unavailability of tier 4Paul Bint

CEO & President

E: pbint@colohouse.com

 

 
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