---
title: "Escalation"
slug: "escalation"
updated: 2026-03-09T10:15:39Z
published: 2026-03-09T11:26:42Z
canonical: "ims-handbook.cenosco.com/escalation"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://ims-handbook.cenosco.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket Escalation

In special cases you may want to escalate a ticket. In that case follow the below steps.

### STEP 1

A support engineer from Cenosco will be assigned on the ticket.

When no response is received from Cenosco, contact the assignee using *@(person assigned)* in the comment section of the ticket. ![image.png](https://cdn.document360.io/e492a0e0-a4ba-4aca-8fc6-76b95f91fdf3/Images/Documentation/image%2890%29.png?sv=2026-02-06&spr=https&st=2026-10-28T21%3A53%3A02Z&se=2026-10-28T22%3A53%3A02Z&sr=c&sp=r&sig=Xc1krDEwDDSSsybjvRL3r%2BEyoHQxIg%2FpDeUdnthmL7U%3D)

### STEP 2

If you are unsatisfied and need for further escalation, you can escalate to the Support Team Lead via one of the below routes:

- Tag @Jeffrey Remkes on the ticket and specify the reason for escalation.

![image.png](https://cdn.document360.io/e492a0e0-a4ba-4aca-8fc6-76b95f91fdf3/Images/Documentation/image%2892%29.png?sv=2026-02-06&spr=https&st=2026-10-28T21%3A53%3A02Z&se=2026-10-28T22%3A53%3A02Z&sr=c&sp=r&sig=Xc1krDEwDDSSsybjvRL3r%2BEyoHQxIg%2FpDeUdnthmL7U%3D)

- Send an email to [jeffrey.remkes@cenosco.com](mailto:jeffrey.remkes@cenosco.com) and specify the reason for escalation.