Find out about SecureCo's support escalation process, definitions, and responsibilities.
We aim to provide efficient and practical support to our partners and direct customers.
We have two distinct support models for Partner support and Direct Customer support.
The following diagram illustrates the process and collaboration between SecureCo and our Partners & Direct Customers in the support escalation process.
Providing as much detail regarding the issue as possible will greatly assist in faster resolution. To help you and our support team, please review the checklist here for what information we need.
Partner:
Direct Customer:
Ticket priority is defined in Support Priority Definitions article and is determined by SecureCo.
SecureCo collaborates with our Partners and Direct Customers to provide support. In the interest of achieving the best outcome, please ensure escalations follow the steps outlined in the matrix.
Partner:
Direct Customer:
