Fourteen IP offers around the clock service to our customers 24×7 and the service levels below based upon the severity of the ticket you have opened. Our service team can be contacted by telephone on 407 204 9014 or by emailing your request to support@14ip.com Our service levels and escalation process and contacts are detailed below. If you have any questions at all, please do not hesitate to contact us.
Our on-property severity levels are S2 – S4 with S1 being dedicated to our hosted platforms. Minor (S3) and additional works (S4) are only dealt with in additional working hours.
ESCALATION CONTACTS NORTH UK & EUROPE
ESCALATION CONTACTS NORTH AMERICA & CARIBBEAN
Whether or not, your problem is to be escalated, it is important that all information requested by your support specialist be provided for their examination and that all (reasonable) actions they have requested be undertaken.
If you plan to escalate an issue, your problem should have been open for longer than prescribed for your level of cover (as per Fourteen IP SLA’s) and you are dissatisfied with the progress being made.
To formally escalate the problem, you should call the support number and specify that you wish the fault to be escalated. Our escalation path is below, note emails are not always monitored so please call for all escalations.
