Escalations

• Customers are welcome to request an escalation for any Ticket.
• Whenever possible, we ask customers to limit escalations for ports, user access, status updates, etc. only if the aizan Helpdesk has exceeded the communicated Target Date.
• For out-of-service, business-impacting Tickets, immediate escalations after opening a Ticket are appropriate.

Helpful guidelines

1. Make sure you have opened a Ticket.
2. Be descriptive. How can Support replicate the issue? How is it impacting your business? 
3. Escalate up, not down. Involving the right people with the best knowledge of and access to tools is more efficient.
4. For out-of-service situations, make sure you follow up you ticket with a call. aizan Helpdesk does not proactively monitor email or the ticketing system portal outside of business hours (09:00-17:00 ET, Monday to Friday).

Contacts