Protected Trust
Escalation Procedure

 

Open Service Request

We respond to most support requests within 30 minutes. 

 

Service Level Agreement

  • Medium Priority – 1 Hour (During normal business hours)
  • Critical Priority – 30 mins (24/7)
 

Escalate Service Request

When opening a ticket via email, you should receive a new ticket notification with the following escalation instructions. 
 
If you have a CRITICAL issue or need emergency after-hours support, REPLY to this email with “@CRITICAL” in the message.
 
If submitting a new ticket by phone, let the dispatcher know you have a critical issue
 
Critical issues are defined as catastrophic or high business impact events requiring 24/7 engagement from both you and Protected Trust until the issue is resolved or mitigated. 
 
You will receive correspondence from our support team for critical requests made after hours, on weekends, or on holidays. Also, note that professional service fees apply for outside normal business hours rates for non-critical, same-day service requests placed during these times. 
 
After escalating using @CRITICAL, or submitting via phone, if you do not receive a callback or response by email within 30 minutes; you are unsatisfied with the progress of your service request or feel additional escalation is needed, please contact our Client Success Team using the contact information provided below.
 

Client Success Team

After escalating using @CRITICAL, or submitting via phone, if you do not receive a callback or response by email within 30 minutes; you are unsatisfied with the progress of your service request or feel additional escalation is needed, please
contact our Client Success

Steve Cornell
Service Desk Manager
Teams: scornell@protectedtrust.com
Office 863-354-5299
Mobile 863-401-5559

If after reaching out to the service desk manager you do not receive a call back within 30 minutes; and you are unsatisfied with the progress of your service request or the handling of your issue, please call:

Chris Bridges
CTO
Teams: cbridges@protectedtrust.com
Office 863-594-1454
Mobile 863-221-4392

If after reaching out to the CTO you do not receive a call back within 15 minutes; you are unsatisfied with the progress or the quality of your experience overall, please call:

Ingram Leedy
CEO
Teams: ingram@protectedtrust.com
Office 863-877-4467

Support Hours of Operation are Monday-Friday 8am-8pm ET