This article describes the support case escalation path.

Generic process

  1. The account administrator contacts support
  2. Tier 1 agent creates a Support case and works towards resolution
  3. If the issue is not resolved by Tier 1, the case is escalated to the Tier 2 team. Tier 2 team can involve Intermedia vendors in the resolution process
  4. If the issue cannot be resolved by the Tier 2 team, depending on the issue, the case is escalated either to the System Administrators team or to the Developement team
  5. If the issue is resolved, the case status is set to Completed, and the Support team communitcates the solution to the customer
    Note: if a code update is needed, Engineering team can be involved

Product-specific process

  • Exchange and Exchange-related issues: Tier 1 > Tier 2 (+ vendors) > System Administrators
  • Voice issues: Tier 1 (Billing, Onboarding, Non-Technical & Technical Support) > Tier 2 (Billing, Technical Support) > Tier 3 (Technical Support)> Development Operations> Linux System Administrators
  • SecuriSync issues: Tier 1 > Tier 2 > SecuriSync Development team
  • AppID issues: Tier 1 > Tier 2 > AppID Development team
  • Cloud Server issues: Tier 1 > Tier 2 > System Administrators
  • Web Hosting issues: Tier 1 > Tier 2 > System Administrators
  • Control Panel issues: Tier 1 > Tier 2 > Control Panel Development team

Additionaly:

  • Feature requests: Tier 1 > Tier 2 > Product Management team
  • Custom requests that require management review: Tier 1 > Tier 2 > Official Response team