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Escalation Policy & Procedure

The purpose of the Escalation Policy & Procedure is to connect customers and third parties with ColoHouse (dba Netrouting) personnel in the rare occurrence of a failure, concern, incident or complaint.

Escalation Procedure – Technical Support & Facility Infrastructure

TierResponsibilityActivityContacts
Tier 1Customer ServiceFirst point of contact for customer/third party to report a failure, concern incident or complaint regarding technical support of facility infrastructureUnited States:
+ 1-855-790-2656 Global main line and NOC24x7x365 – support@colohouse.com

Europe:
+ 31(0) 88-2700-200 EU main line Monday – Friday 9:00AM – 5:30PM Central European Time Zone+31(0)88-2700-202 EU NOC24x7x365 – support@netrouting.com
Tier 2Customer Success ManagerResponds to issues not resolved in Tier 1Rocio Arias
Business Process Specialist
E: rarias@colohouse.com
T: +1 305-809-8443
Tier 3Senior Service Manager or SpecialistResponds to issues not resolved at Tier 2 or urgent Tier 1 ticketsSavvas Bout
Chief Technology Officer
E: sbout@colohouse.com
T US: +1 305-529-3832
T NL: +31(0)88-2700
Tier 4Extraordinary circumstances escalationResponds to issues due to unavailability of Tier 3 and any special cases being reportedCopley Milian
Chief Administration Officer
E: cmilian@colohouse.com
T: +1 305-407-1786
Tier 4 BackupExtraordinary circumstances escalationResponds to issues due to unavailability of Tier 4Paul Bint
CEO & President
E: pbint@colohouse.com

Escalation Procedure – Account Administration & Other

TierResponsibilityActivityContacts
Tier 1Customer ServiceFirst point of contact for customer/third party to report a failure, concern incident or complaint regarding account administration or other mattersUnited States:
+ 1-855-790-2656 Global main line and NOC24x7x365 – support@colohouse.com

Europe:
+ 31(0) 88-2700-200 EU main line Monday – Friday 9:00AM – 5:30PM Central European Time Zone+31(0)88-2700-202 EU NOC24x7x365 – support@netrouting.com
Tier 2Customer Success ManagerResponds to issues not resolved at Tier 1Rocio Arias
Business Process Specialist
E: rarias@colohouse.com
T: +1 305-809-8443
Tier 3Extraordinary circumstances escalationResponds to issues not resolved at Tier 2 or urgent Tier 1 ticketsCopley Milian
Chief Administration Officer
E: cmilian@colohouse.com
T: +1 305-407-1786
Tier 3 BackupExtraordinary circumstances escalationResponds to issues due to unavailability of Tier 3 and any special cases being reportedPaul Bint
CEO & President
E: pbint@colohouse.com