Escalation Policy & Procedure

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.

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 – 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 2Business Process SpecialistResponds to issues not resolved at Tier 1Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1-305-809-8443

Tier 3Senior Service Manager or SpecialistResponds to issues due to unavailability of tier 3Network/Services: Savvas Bout – Chief Technology Officer
E: sbout@colohouse.com

Facilities: William McNutt – SVP Colocation Operations
E: wmcnutt@colohouse.com

Tier 4Extraordinary circumstances escalationResponds to issues due to unavailability of tier 3 and any special cases being reported

Kyle Verzello – Chief Operating Officer
E: kverzello@colohouse.com

 
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