We are happy to assist you whenever you feel your issue has not been adequately addressed by our Support engineers. Please follow the steps below to escalate your issue to our Support Leadership team.

Before you begin

You must have a ticket established for at-least 2 hours prior to initiating the escalation process. If a ticket does not exist, please submit a Support ticket before requesting escalation. 

Important! This process only applies to Support tickets and does not apply to Billing or SalesOps tickets. 

Escalating your issue

1. Visit the Kaseya Helpdesk. Click Sign In.
   
   
2. Select to login with an existing product credential or access Kaseya Helpdesk directly with a username and password:
   
3. Once logged into the Kaseya Helpdesk, click My Requests.
4. Select the ticket for which you would like to request an escalation. Note: The ticket must not be closed in order to escalate.
5. Beneath the Request Details section, click Request Escalation:
   
   
6. Fill out the Escalation Request Form. Please provide us with as much information and context around the issue as possible so we can rapidly analyze and resource the issue.
7. When all details are entered, click Submit Escalation Request: 
   
   
   

Resolution process

Following an escalation, the support leadership team will review and perform or assign necessary actions based on the escalation request and status of the support ticket. Additionally, an update will be sent back to you.