When opening a new ticket it's typical that you have to go through the Level 1/2 support desks prior to getting a L3 person involved.
This is sometimes time consuming and not the most productive use of time for either side.
It has been my experience in the past that many companies have a different process for individuals that possess certification to allow opening a ticket directly to level 3 support.
Please consider that as a possible benefit in the future.
Hi Bobmarley, thanks for this question. I'd like to discuss this with you in more detail. I'll be in touch soon.