Escalation Procedure – Technical Support & Facility Infrastructure

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 – E: 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 – E: techsupport@colohouse.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	Network/Services: Savvas Bout – Chief Technology Officer E: sbout@colohouse.com Facilities: William McNutt – SVP Colocation Operations E: wmcnutt@colohouse.com
Tier 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

Do you have any questions?

sales@colohouse.com