Escalation

What happens when your issue is handed to a Stratos support specialist.

Most questions are answered by Stratos Support, our AI assistant, in the chat. When a problem needs a person (because troubleshooting didn't fix it, it needs admin changes in your tenant, or it's an outage), it's escalated to a Stratos specialist (L2 support).

Escalation to a specialist

When escalation happens, what you'll see, and response expectations.

Last verified November 12, 2026

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Escalation to a specialist

When a chat is handed to a Stratos L2 specialist, what you'll see while it's worked on, and how quickly to expect a response.