# Escalation Management

You can follow the guidelines and escalation paths below for any issue that requires escalation.

When to escalate:

* In the event of a process or incident failure, if required

To ensure effective escalation:

* Escalate in sequence, one level at a time, allowing enough time to deliver sufficient results before engaging the next level
* For all escalations past Level 2, if no email response is received, you must make a phone call

When to expect a response:

* The relevant escalation contact sets clear expectations about escalation updates and action plans
* If you feel that an escalation is not receiving the appropriate focus, request escalation to the next level

| Level | Escalation (all regions)                                                                                                                                       |
| ----- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 1     | Log in to the [Equinix Customer Portal](https://portal.equinix.com/) or contact the [Global Service Desk](https://www.equinix.com/contact-us/customer-support) |
| 2     | [GSD Recovery Team](mailto:GSDServiceRecovery@equinix.com)                                                                                                     |
| 3     | Regional Lead                                                                                                                                                  |
| 4     | Global Functional Leads                                                                                                                                        |
| 5     | Global Lead                                                                                                                                                    |