If your support ticket requires faster resolution or you're not satisfied with the progress, ZEAK Labs offers a clear process for escalation to ensure timely and appropriate attention.
When to Escalate
You should consider escalating a ticket if:
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Your issue remains unresolved beyond the estimated resolution time
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You believe the severity level has changed (e.g., a normal issue becomes critical)
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You have not received a response within the expected timeframe
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The issue is significantly impacting your project timeline or business operations
How to Escalate
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Reply to the existing ticket
Add a comment stating that you wish to escalate the issue. Be sure to include:-
Reason for escalation
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Any changes in the impact or urgency
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Additional details or attachments (if relevant)
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Mark the ticket as “Urgent” (if not already done)
Update the priority to reflect the urgency, especially if the issue is now blocking your work. -
Email our support team directly
You can email support@zeaklabs.com with your ticket ID and the subject line:
"Escalation Request – Ticket #[YourTicketNumber]" -
Contact your Account Manager
If your support package includes a dedicated account manager, notify them directly. They can step in to ensure the issue is prioritised appropriately.
What Happens Next
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An internal review of your ticket will be initiated
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A senior support technician or manager will take ownership of the issue
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You’ll receive an update within 2 business hours (or sooner depending on your support tier)
For continued or unresolved concerns, escalation may proceed to ZEAK Labs’ senior management team, depending on the nature and impact of the issue.
Still unsure? Reach out via support@zeaklabs.com or call 0845 152 1045 for immediate assistance.