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?
Best answer by TylerM
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