How to escalate an issue you are experiencing
Overview
At Perlego, we always want to provide you with the best experience possible and the highest quality customer support and account management services.
If we do get it wrong, we want you to let us know. This guide outlines when and how to escalate a concern.
When to Escalate
You should escalate an issue when:
- The initial support response does not resolve your issue within the expected timeframe.
- The problem is critical and affects access to Perlego services.
- You require additional support from senior representatives.
- There is a breach of service level agreements (SLAs).
Escalation Levels & Contact Points
-
First Level: Perlego Support Team
Contact: Customer Support Ticket - Second Level: Account Management Lead
Contact: jessica@perlego.com - Final Level: Director of B2B
Contact: matteast@perlego.com