Service Advantage Team Escalation List:
| Escalation Level | Name | Contact Number | Email Address |
|---|---|---|---|
| 1 | SAT Support | Inside US: +1 833 806 2800 Outside US: +44 203 695 3698 | [email protected] |
| 2 | Ask for SAT Engineer/Team Lead | Inside US: +1 833 806 2800 Outside US: +44 203 695 3698 | [email protected] |
| 3 | Charles Ray Director - Support/NOC | Direct Dial: +1 404 920 4655 or +44 204 525 9297 Mobile: +1 303 374 4832 | [email protected] |
| 4 | Shawn McHenry Senior Director - Support Services | Direct Dial: +1 726 268 1602 or +44 204 525 9298 Mobile: +1 210 248 8317 | [email protected] |
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