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Globalgig Service Advantage Team

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Service Advantage Team Escalation List:

SAT-Grid2

Escalation Timeline Guidelines

The average repair time is four hours. The Enterprise Support/NOC is available 24/7/365. If you feel the need to escalate
an issue at any time, please do so. We are here to help.

• 1st Level of Escalation –

One hour after the ticket has been opened.

• 2nd Level of Escalation. –

Two hours after the ticket has been opened.

• 3rd Level of Escalation –

Three hours after the ticket has been opened.

• 4th Level of Escalation –

Four hours after the ticket has been opened.