Escalation Process

If your reported issue remains unresolved or is urgent (e.g., blocking trial access, preventing pre-screening submission), you may request escalation.

Escalation process

1. Submit a standard bug report as outlined above
2. Mention the issue severity (e.g., “URGENT: Blocking login”) in the subject line
3. If no resolution is provided within 48 hours, your case will automatically be escalated to a senior technical team member

You will receive:

• An acknowledgment email with a ticket number
• A direct point of contact from the support team for further updates

Key Note:
Escalation does not guarantee an immediate fix but ensures faster prioritization within our internal support queue.