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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.
| 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 +31(0)88-2700-202 EU NOC 24x7x365 – support@netrouting.com |
| Tier 2 | Customer Success Manager | Responds to issues not resolved at Tier 1 | Lizeth Bermudez Customer Success Manager T: +1-305-809-8447 |
| Tier 3 | Senior Service Manager or Specialist | Responds to issues not resolved at Tier 2 or urgent Tier 1 tickets | Robbin Diepeveen Manager of Operations, EU T: +31(0)88-2700-213 |
| Tier 3 Backup | Senior Service Manager or Specialist | Responds to issues due to unavailability of tier 3 | Savvas Bout Chief Technology Officer 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 SVP, Business Operations 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 |
| 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 +31(0)88-2700-202 EU NOC 24x7x365 – support@netrouting.com |
| Tier 2 | Customer Success Manager | Responds to issues not resolved at Tier 1 | Lizeth Bermudez Customer Success Manager T: +1-305-809-8447 |
| Tier 2 Backup | Business Administrator | Responds to issues due to unavailability of tier 2 | Rocio Arias Business Administrator 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 T US: +1-305-407-1786 |
| Tier 3 Backup | Extraordinary circumstances escalation | Responds to issues due to unavailability of tier 4 | Paul Bint CEO & President |
