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Agent Resolution
Escalation List
Hours of Operation: 8 AM – 6 PM M-F

Toll Free 1-800-808-6250

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Level of Escalation

Name

Title

Telephone Number

Level 1

Nate Drayon

Team Lead

215-293-8710 office
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Level 2

Bruce Sankowich

Manager

267-537-5151 office
610-637-3758 cell
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Level 3

Jeff Todor

Director

610-755-4161 office
610-636-2653 cell
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Level 4

Chenoa Edwards

VP

914-922-7667 office
914-552-7951 cell
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Level 5

Joe Mangiaracina

SVP

215-293-8736 office
267-784-1268 cell
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Procedure

The escalation list is only to be utilized after normal trouble/issue reporting has occurred and one or more of the following criteria has been met:

  • The issue has exceeded the Service Level Agreement provided at the time of report.
  • Requests for updates have not been acknowledged/responded to within a 2-hour timeframe.
  • The escalation contact reached has not taken action on the issue.

*** All escalations must start at level 1 and move upward incrementally. Allow each escalation level 30 minutes to respond to the escalation before moving up to the next level.***

 
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