How does one go about escalating a support case?

We have endpoints that have completely vanished from our GSM console, and support is non-responsive.

(Endpoints are not visible even in the “Deactivated” group)

I can’t tell if these endpoints have protection or not, much less what happened and why they have gone missing.

I’ve pleaded with support for escalation and I’m given a boilerplate response of “Our backend team is investigating”.

(It’s been a week)

I’ve also requested the audit logs for the site where the endpoints have gone missing, but I’m still waiting.

I’ve asked for a manager to call me, and I’ve asked for escalation.

No matter what I do, I can’t seem to get any movement on this.

How do I get support with Webroot?