Escalations

Our support team members are highly trained to assist you with a variety of issues related to our products and services, however, in some cases, they may need to reach out to another team to help resolve your issue.

When your support request is forwarded to another team, it is known as escalation. This help article discusses what happens when your support request is escalated.

Additional Response Time

When your support request is escalated, it may take longer than usual to receive a response as the other team or department may have limited resources or a high number of requests to respond to.

Additional Request for Information

Depending on your issue, if it is escalated, the team or department it is escalated to may reach out and request further information regarding your issue, product, or subscription. Ensure you provide the additional information to help us help you sooner.

Third-Party Escalations

In cases where we have resold a product, service, or subscription to you and your support request cannot be resolved by our internal support team, it will be escalated to the third-party vendor or developer that owns the service or product. Our support response times are not applicable to requests that are escalated to third parties.