See attached for latest Escalation Chart
The Escalation Chart is applied automatically to all open tickets. For example, adding a new user to your account is a MAC request. The Support Desk strives to complete this request within two business days, which is the time allotted for MAC work. If the two days have passed without resolution, our system will automatically escalate the ticket to the Tech Support Dept. Manager. As per the chart, the Manager has 24 hours to resolve the issue. If 24 hours have passed and Support has not complete the request, the system will escalate the ticket to the next person(s), who in this case would be the Engineering Dept.