If by 2 hours you have yet to be contacted by a Support Team member, you will then have the option to manually escalate your issue via one of two following options:
Escalateoption in your ticket in the Support Request Tracker Self-Service at
Once you select Escalate, it prompts you to confirm the escalation and, as soon as it is confirmed, a corresponding e-mail is sent to a Support Team member. The issue will be evaluated, and you will be updated on the issue's status as soon as possible.
Note: The 'Escalate' option might be missing within your Self-Service if:
- Your support program or the chosen severity does not allow escalating the ticket,
- You are still within the 2 hour timeframe of when the ticket was initially opened
- Time past from the ticket creation or the last update is within the time frame determined as guaranteed response time based on your chosen support program and ticket severity.
- The status of the ticket doesn't involve further escalation. Specifically, tickets marked as: waiting for an update from the requestor, resolved and pending confirmation from the requestor, or closed.
Escalate the ticket via the Plesk call center:
US Toll-free: +1 855 777 3680
CH: +41 31 528 12 23
ES: +34 944 58 06 58
RU: +7 495 909 0845
JP: +81 3 4510 0777
AU: +61 7 4410 3366