Incident Escalation

Incident escalation requires a paid support plan. Contact your account manager (1-602-850-5000) to learn more about our support plans.

Customer service is our #1 priority. If you feel that your incident deserves special or immediate attention, please let us know by:

Please include the following information:

Escalation Workflow

We have a workflow through which escalations are handled. This ensures the proper handling of mission critical issues. This workflow is illustrated below.

Each phase in the escalation workflow is described below.

Phase Name Performed By Description


Incident Creation

Customer / Edgio

An incident is created.


Escalation Request


A request is submitted to escalate your incident.




A notification is sent to the on-call manager. The on-call manager will:

  • Review your incident.
  • Provide the steps that we plan on taking to resolve your incident.
  • Evaluate whether there are additional resources that can help expedite the resolution and escalate accordingly.
  • Determine whether customer interaction or additional information is required and reach out via telephone for real-time troubleshooting as needed.
  • Flag your incident as a high priority issue and conduct warm handoffs with other departments as needed.




A member of the support management team will oversee incident troubleshooting and allocate additional resources as needed.


Notification (Recurring)


Status information, including resolution, on the escalated incident will be provided at regular intervals.


Resolution Confirmation


Please provide confirmation when the incident has been resolved to your satisfaction. If you require additional assistance, please let us know how we can help.

We provide updates according to your incident's priority.