Support Escalation Matrix
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To ensure high visibility of your install base, efficient case handling, and effective communication with our support team, use our expereoOne platform to open cases.
| Level 1 | Level 2 | Level 3 | |
| Escalation Owner |
Senior Case Handler [24x7] Phone: +1 321 549 0915 (AME) +31 20 788 0563 (EUR) E-Mail: support@expereo.com1 |
Team Leaders [24x7] Phone: +1 321 549 0918 (AME) +31 20 788 0564 (EUR) E-Mail: support@expereo.com1 |
Support Manager [24x7] Phone: +1 321 549 0919 (AME) +31 20 788 0565 (EUR) E-Mail: support@expereo.com1 |
| Dedicated Internet Access ( DIA ) | Broadband | |
|
Service Level Agreement (SLA): |
Priority1 Guaranteed, as per contractual Time To Resolve Priority2/3 Non-Guaranteed, best effort as updates are available |
Non-Guaranteed, best effort as updates are available |
| Reason for Outage (RFO) | 5 working days for outages longer than 10 minutes |
5-10 working days for outages longer than 30 minutes |
Please note:
- Our e-mail support@expereo.com is proactively monitored 24x7 for an optimum response rate
- You can escalate via phone or send an e-mail at support@expereo.com using the same opened case e-mail thread. Changes in the case subject will auto create a new case and may delay response.
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