- Colocation
- Solutions
- Support
- Company
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. Europe: +31(0)88-2700-200 EU main line +31(0)88-2700-202 EU NOC 24x7x365 – E: techsupport@colohouse.com Facilities: William McNutt – SVP Colocation OperationsEscalation 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 – E: support@colohouse.com
Monday – Friday 9:00 AM – 5:30 PM Central European Time ZoneTier 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 Network/Services: Savvas Bout – Chief Technology Officer
E: sbout@colohouse.com
E: wmcnutt@colohouse.comTier 4 Extraordinary circumstances escalation Responds to issues due to unavailability of tier 3 and any special cases being reported Kyle Verzello – Chief Operating Officer
E: kverzello@colohouse.com