Many thanks for a helpful UK User Group Meet Up Session today. 

I think it was clear that there needs to be a better understanding of the escalation process. Please share the information on the escalation process, you mentioned an email/link that we should use??!

Users need to have a clear understanding of what, how and when actions will be resolved and who is ultimately accountable at the Zoho end.  

This is an area that could be improved on and would make a huge difference to the users!