Per your Service Level Agreement, issues are addressed at three levels.
Issues encountered by a User should first go through the appropriate SPoC. The SPoC will rule out browser and User error. They will also clarify the issue and gather important Support request (ticket) components such as error log entries, steps to reproduce, and screen shots. This support is Level 1.
If needed, your SPoC may involve an IT person or vendor who handles infrastructure concerns. This person should review error messages before they are escalated to Think Ministry. This support is Level 2.
If Level 1 and Level 2 processes have taken place and the issue is still unresolved, the SPoC will then escalate it to Think Ministry by opening a Support request (ticket). This Support is Level 3. The email should contain prior correspondence, error messages, or steps to reproduce the issue. See this KB article for more details on writing "Support requests for success".