The problem, of course, is that Tier 1 support are outsourced and a huge part of their evaluations are how many tickets they close. Escalating hurts their numb

The problem, of course, is that Tier 1 support are outsourced and a huge part of their evaluations are how many tickets they close. Escalating hurts their numbers, so it's hard to get cases escalated, especially if you're not a paying customer.