Technical Support Escalation Path

Our Technical Support Escalation Path outlines the structured process CallTower follows to address your concerns, prioritise urgent issues, and connect you with the right experts for faster resolutions.

Level 1

CallTower Support
Email: support@calltower.com

Support Portal:  Login | Support

Phone
US/CA: + 1 (800) 347-5444
UK: + 44 28 7114 1664
AUS: + 61 2 7912 4099

Inoria, a CallTower Company Support Line

1-855-978-6846, option 1
514-270-5464, option 1

Level 2

All Products – Global Escalation Manager 24/7

US/CA: +1 (801) 508-5670
UK: + 1 44 28 7114 1664 
AUS: +1 61 2 7912 4099

CT Cloud
Senior Support Manager – Matt Lym
(9am – 6pm  MTN)

Office: (801) 938-1377
Mobile: (385) 715-3119
Email: mlym@calltower.com

Cisco
Cisco Support Manager – Jordan Farnsworth
(8am – 5pm  MTN)

Office: (415) 869-8951
Mobile: (801) 508-5665
Email: jfarnsworth@calltower.com

Microsoft

Step 1
Microsoft Support Supervisor – Brendon King (7am-4pm MTN)

Office: (720) 574-1318
Mobile: (720) 668-3211
Email: bking@calltower.com

Step 2
Senior Support Manager – Dylan Lewis
(7am – 4pm  MTN)

Office: (801) 934-3734
Mobile: (801) 508-5674
Email: Dylan.lewis@calltower.com

NOC
NOC Manager – Brian Simpson (8am-5pm EST)

Office: (585) 563-1858
Mobile: (801) 508-5680
Email: bsimpson@calltower.com

Genesys/Inoria, a CallTower Company

Step 1
Manager Customer Support  – Shawn Justason

Office: 514-270-5464 x4549
Mobile: 506-645-7477
Email: sjustason@inoria.com

Step 2
Senior Support Manager – Matt Lym (9am – 6pm  MTN)

Office: (801) 938-1377
Mobile: (385) 715-3119
Email: mlym@calltower.com

Shift Manager (7pm-3am MTN)
Customer Support Manager – Mary Domingo
(1am-10am UTC)

Office: (707) 673-5082
Email: mdomingo@calltower.com

Level 3

CallTower
VP of Client Support – Jim Manetta 

Office: (585) 563-1868
Mobile: (585) 797-3021
Email: jmanetta@calltower.com

Level 4

CEO CallTower – Bret England  

Office: (415) 869-8922
Mobile: (408) 893-9070
Email: bengland@calltower.com