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How to escalate support case?

  • 5 February 2024
  • 2 replies
  • 39 views

How does one go about escalating a support case?

We have endpoints that have completely vanished from our GSM console, and support is non-responsive.

(Endpoints are not visible even in the “Deactivated” group)

I can’t tell if these endpoints have protection or not, much less what happened and why they have gone missing.

 

I’ve pleaded with support for escalation and I’m given a boilerplate response of “Our backend team is investigating”.

(It’s been a week)

I’ve also requested the audit logs for the site where the endpoints have gone missing, but I’m still waiting.

 

I’ve asked for a manager to call me, and I’ve asked for escalation.

No matter what I do, I can’t seem to get any movement on this.

How do I get support with Webroot?

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Best answer by TylerM 6 February 2024, 19:49

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Userlevel 7

Hello @TomRizz 

The Moderators on this Forum have no way of knowing what is happening on the back end of the software. Let me ping @TylerM our Community Manager and Webroot Employee to see what he can find out about your Webroot Support situation. He has direct contact with Webroot.

Userlevel 7
Badge +24

Hey @TomRizz DM me your email and I can send a message to the escalation team.

 

Please send me the email that is associated with your ticket

 

Did you know that you can call our support?

https://www.webroot.com/us/en/business/support/contact

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