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How do I escalate my ET Group ticket?

Incident Escalation

ET Group manages and reviews all incidents to ensure that we are delivering the Services in accordance with this Agreement. Escalations may be requested for any incident and should follow the Detailed Service Level information found in the Table below.

Level

Escalation

Helpdesk Ticketing

Initial notification

Program Manager

Second Level of Escalation (2 business hours post notification)

Account Lead

Third Level of Escalation (4 business hours post notification)

Service Lead Link

Fourth Level of Escalation (6 business hours post notification)