Common Questions & Escalation Policy
Answers to frequently asked questions about Media Garcia support and how to escalate urgent issues.
Frequently Asked Questions
Q: How do I reopen a resolved ticket?
A: Reply to your resolution email within 72 hours and the ticket will automatically reopen. After 72 hours, please submit a new ticket and reference the original ticket number.
Q: Can I update my ticket after submitting it?
A: Yes. Reply to your confirmation email at any time and your response will be appended to the ticket.
Q: What if my issue is not resolved within the SLA timeframe?
A: Contact your account manager directly or email support@mediagarcia.com and mark your subject line with [OVERDUE - Ticket #XXXX]. This triggers our escalation process.
Q: How do I mark a ticket as Urgent (P1)?
A: In the Customer Portal, open your ticket and change the Priority field to Urgent. You can also submit a new ticket via the portal and select Urgent from the Priority dropdown.
Escalation Policy
If you are not satisfied with the response to a support request or have a critical issue requiring immediate attention:
Step 1: Escalate within the ticket by setting Priority to Urgent.
Step 2: Email support@mediagarcia.com with [ESCALATION] in the subject line.
Step 3: Contact your dedicated account manager directly.
All escalated tickets are reviewed by a senior team member within 1 hour during business hours.