How do I escalate an issue to a shift supervisor?
Every ticket is handled by an engineer who can act on your platform. A shift supervisor, a senior engineer responsible for the desk during that shift, is on duty around the clock.
If a ticket has gone back and forth without reaching a resolution, ask for the shift supervisor in the ticket itself. No separate channel is needed.
What the supervisor does:
- Advises the engineer handling it, or takes the ticket over personally.
- Confirms the plan with you and stays on it until it is closed.
Our engineers are described on the team page. Escalation is part of how the desk works, not an exception, so use it whenever you feel a ticket is not moving.
From the EuroVPS FAQ.
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