The purpose of the Escalation Policy & Procedure is to connect customers and third parties with Netrouting personnel in the rare occurrence of a failure, concern, incident or complaint.
Escalation Procedure – Technical Support & Facility Infrastructure
| Tier | Responsibility | Activity | Contacts |
| Tier 1 | Customer Service | First point of contact for customer/third party to report a failure, concern incident or complaint regarding technical support of facility infrastructure | United 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 2 | Customer Success Manager | Responds to issues not resolved in Tier 1 | Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1 305-809-8443 |
| Tier 3 | Senior Service Manager or Specialist | Responds to issues not resolved at Tier 2 or urgent Tier 1 tickets | Savvas Bout Chief Technology Officer E: sbout@colohouse.com T US: +1 305-529-3832 T NL: +31(0)88-2700 |
| Tier 4 | Extraordinary circumstances escalation | Responds to issues due to unavailability of Tier 3 and any special cases being reported | Copley Milian Chief Administration Officer E: cmilian@colohouse.com T: +1 305-407-1786 |
| Tier 4 Backup | Extraordinary circumstances escalation | Responds to issues due to unavailability of Tier 4 | Paul Bint CEO & President E: pbint@colohouse.com |
Escalation Procedure – Account Administration & Other
| Tier | Responsibility | Activity | Contacts |
| Tier 1 | Customer Service | First point of contact for customer/third party to report a failure, concern incident or complaint regarding account administration or other matters | United 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 2 | Customer Success Manager | Responds to issues not resolved at Tier 1 | Rocio Arias Business Process Specialist E: rarias@colohouse.com T: +1 305-809-8443 |
| Tier 3 | Extraordinary circumstances escalation | Responds to issues not resolved at Tier 2 or urgent Tier 1 tickets | Copley Milian Chief Administration Officer E: cmilian@colohouse.com T: +1 305-407-1786 |
| Tier 3 Backup | Extraordinary circumstances escalation | Responds to issues due to unavailability of Tier 3 and any special cases being reported | Paul Bint CEO & President E: pbint@colohouse.com |