How to escalate an issue

First, check the case status

If you already opened a ticket, reply on the same email thread or reference the case number instead of writing a new one — this keeps all the context together and prevents two people from working the same case separately.

When escalating makes sense

• The target response time for the case's severity (see SLA and support commitments) has already been exceeded with no update.
• The impact of the problem changed — for example, something that looked like S3 is now affecting the whole operation.
• The proposed solution didn't fix the actual problem.

How to escalate

Email [email protected] with the case number, the reason for escalating (deadline exceeded, larger impact than reported, insufficient fix), and, if urgent, also notify us via WhatsApp at +39 345 243 5103. Flagging a case as escalated gives it immediate review priority.

What you do NOT need to do

You don't need to open a new ticket or email different addresses hoping for a faster reply — that fragments the information and usually causes more delay, not less.