If your issue is not fixed by the agent who picked up your phone, a trouble ticket will be generated and you should get call normally within 24 hours (please make sure you provide your cell phone and pick up the phone to avoid delay in solving the issue.), if the 2nd tech contacted you and could not solve the issue, it will be escalated to level 3. Most of the issues are solved or provided a solution within 48 hours from the trouble ticket generated.