Our goal is to provide timely, high-quality support to our customers and partners. This escalation path is intended to help when normal channels have not met expectations after our standard response times have passed – not as a shortcut to bypass the Tier 1 team. Please allow Tier 1 time to response before escalating.
Escalating prematurely can delay resolution by causing confusion or duplicate effort, divert managers and supervisors from other important support and/or undermine the Tier 1 team who work hard to support you.
**Response Time Expectations (SLA’s)**
Standard issues: 24 hours for first response/subsequent updates every 48 hours
Urgent issues: 4 hours for first response/subsequent updates every 12 hours
Notes: Based on business hours. Priority is given to machine down situations, warranty parts, and field service on site. Archived equipment support is on “best effort” basis.
Also refer to the article “How to Contact Service & Support” on our Support Center.
✅ Do ❌ Don’t
Start with Tier 1 Skip straight to Tier 4 or 5
Use correct contact emails Email multiple tiers at once
Mark urgent issues clearly Label everything as urgent
Escalate only after SLA passes Escalate too soon