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 or contact the Global Service Desk |
| 2 | GSD Recovery Team |
| 3 | Regional Lead |
| 4 | Global Functional Leads |
| 5 | Global Lead |