---
title: "Requesting Support Leadership Attention on Tickets"
slug: "requesting-support-leadership-attention-on-tickets-1"
updated: 2024-01-12T22:09:17Z
published: 2024-01-12T22:09:17Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.catchpoint.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Requesting Support Leadership Attention on Tickets

Occasionally, you may have a need to reach out to Catchpoint's support leadership team in regards to a pre-existing support ticket. Reasons for this may include:

- To share positive feedback about a support experience, or....
- To share a support interaction concern (such as lack of progress, lack   of updates, delayed resolution, etc.)

If you'd like to loop in the support leadership team, just include **#supportleads** in the body of your email update on the ticket. We also ask you include the reason you're reaching out to support leadership.

Catchpoint support leadership is composed of **support managers**, who oversee our 24/7 teams, and **team leads** who provide "on-the-floor" escalation support, and back up managers in ensuring the team's success.

A few things to keep in mind when contacting support leadership:

- If the issue is time-sensitive and immediate help is required, clients   can increase the priority of the ticket as mentioned in[Creating an Urgent Ticket](https://docs.catchpoint.com/docs/).
- While the Support Leadership team will not directly provide technical   resolution to a ticket, it will ensure the coordination of the   appropriate resources till the concern is addressed.
- Triggering the Support Leadership Attention process will not   circumvent existing Support guidelines like[Support Priority and Response Time Guidelines](https://docs.catchpoint.com/docs/)and[Urgent Support Ticket Guidelines](https://docs.catchpoint.com/docs/)but   will use theseresourcesto bring the escalation to a satisfactory   conclusion.
- For anybusiness-relatedissues, please continue to reach out to your   Customer Success Managers (CSMs).

Once the Support Leadership team is alerted,a member of the teamwill make initial contact with the client within roughly 12 hours. This initial communication is meant to share contact details and communicate next steps.

**All** correspondence with the client will be done on the same ticket.