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Support & Escalation

XTIUM is here to deliver. But if something’s off track, this guide helps you escalate issues quickly and effectively.

Getting you the right attention at the right level—fast!

 

How it works: 

  • Clear escalation paths: Choose the right track (technical, project, success, security, porting).
  • Three levels of support: Manager → Director → Executive.
  • Peer-to-peer: Escalate to your counterpart. Directors contact Directors, Executives to Executive, etc.
  • Step-by-step escalation: Start at Level 1 and move up only as needed—don’t simultaneously escalate at all levels.

Incident / Break-Fix Escalations

Use this track for service-impacting issues, outages, or urgent technical matters.

Escalation Level  Role  Contact Method 
Level 0  XTIUM Support  +1 (888) 77XTIUM
 Level 1 – Manager  Incident Ops Managers incident.ops.escalation@xtium.com
+1 (610) 510-8509
 Level 2 – Director   Director Escalation  director.escalation@xtium.com
 +1 (610) 553-3329 
 Level 3 – Executive   Executive Escalation 
 executive.escalation@xtium.com
 +1 (610) 298-9369 

Security and MDR Services

Use this track for service-impacting issues, outages, or urgent security matters.

Escalation Level  Role  Contact Method 
Level 0  Security Operations Center  +1 (914) 984-2470
 Level 1 – Manager  SOC Managers soc.manager.escalation@xtium.com
 Level 2 – Director   Director Escalation  soc.director.escalation@xtium.com
 Level 3 – Executive   Executive Escalation 

executive.escalation@xtium.com
+1 (610) 298-9369

Customer Success Escalations

Use this track for challenges with account management, roadmap alignment, or overall customer experience.

Escalation Level  Role  Contact Method 
 Level 1 – Manager  Customer Success Manager Assigned CSM
 Level 2 – Director   CSM Leadership Escalation Team  csm.director.escalations@xtium.com
+1 (610) 557-1506
 Level 3 – Executive  SVP, Customer Success Ben Silver
ben.silver@xtium.com
+1 (952) 452-1561‬‬‬‬‬‬‬‬‬‬

Service Installation / Project Management Escalations

Use this track for project delays, lack of coordination, or delivery-related concerns.

Escalation Level  Role  Contact Method 
 Level 1 – Manager  Project Managers Assigned PM
 Level 2 – Director   Sr. Director, PMO Stephanie Gough
stephanie.gough@xtium.com
+1 (603) 305-1787
 Level 3 – Executive  SVP, Professional Services Marc Lacroix
marc.lacroix@xtium.com
+1 (703) 400-0390

Porting Escalations

Use this track for delays or issues related to number porting or provisioning of telephony services.

Escalation Level  Role  Contact Method 
 Level 1 – Manager  Porting Team Brad Reidnauer
brad.reidnauer@xtium.com
+1 (610) 451 7610
 Level 2 – Director   Delivery Director 

Ben Markus
ben.markus@xtium.com
+1 (612) 201 9003 
 Level 3 – Executive   Executive Escalation 
 Marco Rua
marco.rua@xtium.com
+1 (215) 990-9217‬‬‬‬‬‬‬‬‬‬

Download our Escalation Guide for Future Reference

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Customer Support
 888-77-XTIUM

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Trusted by 1,700+ mid-size and enterprise companies, we operate as an extension of your team—solving problems with urgency and accountability so you can focus on strategy, not firefighting. We are not just another MSP. We're your force multiplier that bring proven frameworks and real-world experience to help you secure, scale and streamline operations with fewer resources. Stop juggling vendors. Stop fighting uphill battles. Work with an IT partner who gets IT.