Technical Support Escalation Path

Our Technical Support Escalation Path outlines the structured process CallTower follows to address your concerns, prioritize 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

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

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

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

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

Microsoft Support Manager – Dylan Lewis (7am – 4pm  MTN)

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

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

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

Customer Support Supervisor – Sai Domingo (1am-10am UTC)

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

Inoria, a CallTower Company
Director Customer Support  – Shawn Justason

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

Level 3

VP of Client Support – Jim Manetta 

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

Inoria, a CallTower Company
Vice-President, CCaaS Services – Alain Léonard

Office: 514-270-5464 x4531
Mobile: 514-973-6697|
Email: aleonard@inoria.com

Level 4

CEO CallTower – Bret England  

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

Inoria, a CallTower Company
Senior Vice-President, CCaaS, CX, AI Solutions – Joe Bigio

Office: 514-270-5464 x4518
Mobile: 514-996-5463
Email: jbigio@inoria.com