Is the issue within the ServicePower system - have all external possibilities been considered?
Do you need help following up on evidence?
Have you captured all the evidence required in readiness to pass to ServicePower?
ServicePower support is available by phone and online via the JIRA login that you will have been supplied with.
+1 888 595 7829 (U.S.)
+44 (0)8448113302 (U.K.)
You should always use the JIRA ticket route unless it is a priority 1 issue, when you must accompany the ticket with a phone call.
The support team have a call handling system for out-of-hours coverage, which for priority 1 issues will ensure that someone will contact you within the predefined time of your contract.
In order to ensure you get timely response you should always address emails to the whole team, using the above email address, not to individuals.
If files are of a suitable size then they can be attached to the email. Please use attachments rather than embed the whole file in the email.