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:

Emailing us at: escalations@edg.io
Calling us at 1-602-850-5200 or a regional phone number listed at: https://edg.io/contact-support.

Please include the following information:

Your name
Your contact number or email address
Your incident number
The incident’s impact level to your business
A brief description of how we can provide additional assistance to your incident.

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
1	Incident Creation	Customer / Edgio	An incident is created.
2	Escalation Request	Customer	A request is submitted to escalate your incident.
3	Escalation	Edgio	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.
4	Oversight	Edgio	A member of the support management team will oversee incident troubleshooting and allocate additional resources as needed.
5	Notification (Recurring)	Edgio	Status information, including resolution, on the escalated incident will be provided at regular intervals.
6	Resolution Confirmation	Customer	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.