Issue Escalation
Should you have any concerns about our response to your support request, the first point of escalation would be the Technical Support Representative who has been your point of contact for the issue. You can confirm the name of the Support Request owner by viewing the acknowledgement & status emails that you have received from Technical Support, or by contacting Technical Support directly.
Please contact your support representative and explain your concern; they will endeavor to resolve your concern directly.
If your support representative is unable to successfully address your concern, the next step would be to escalate, as listed in the table below.
Support Escalation Contacts
Note: Standard support is delivered via email. After-hours phone support is available as a premium offering at an additional cost. Contact your account representative for details on adding phone support to your plan.
| Escalation Level | Contact Person | Contact Information |
| First Contact | Technical Support Representative | Email: ps@capacity.com |
| Second Level Escalation Point | Paul Esquino Delivery Manager | Email: paul.esquino@capacity.com |
| Third Level Escalation Point | Kevin Connolly Senior Account Executive | Email: kevin.connolly@capacity.com |
| Final Contact | Nigel Quinnin SVP, Voice Solutions | Email: nigel.quinnin@capacity.com |