Private support channels just speed things up, because you can directly go to the right teams/people. A large, distributed workforce working on large, complicated web applications means escalation channels get murky.
Front line support is unlikely to be able to help you here. This doesn't seem like a particularly common occurrence. Here's how things typically go with weird cases like this:
1.) Support agent gets the case and says 'Uh, what do I do with this?' Escalation to team lead.
2.) Team lead reviews case and doesn't know what to do. Team lead escalates to manager.
4.) Manager reviews the case and tries to figure out the right team to send this to
5.) Manager sends it to a team. Team reviews the case. If it's the right team, they'll start investigating.
6.) If it's not the right team, the manager has to figure out another team that could be responsible for the case.
7.) Repeat 5&6 until the right team is identified
This all takes time. And assumes that the original customer support agent actually understands the issue for the security issue it is. Many frontline customer support agents are not particularly technical, so the agent may not even understand they have a security event on their hands.
Or, a PM who knows the right people to go to, offers help and things get quickly escalated.
It's the same reason why going through HR to get a job is inefficient and prone to failure, while "private channels" are more efficient for everyone and get the right person to the right job for the right price FASTER.
Front line support is unlikely to be able to help you here. This doesn't seem like a particularly common occurrence. Here's how things typically go with weird cases like this:
1.) Support agent gets the case and says 'Uh, what do I do with this?' Escalation to team lead. 2.) Team lead reviews case and doesn't know what to do. Team lead escalates to manager. 4.) Manager reviews the case and tries to figure out the right team to send this to 5.) Manager sends it to a team. Team reviews the case. If it's the right team, they'll start investigating. 6.) If it's not the right team, the manager has to figure out another team that could be responsible for the case. 7.) Repeat 5&6 until the right team is identified
This all takes time. And assumes that the original customer support agent actually understands the issue for the security issue it is. Many frontline customer support agents are not particularly technical, so the agent may not even understand they have a security event on their hands.
Or, a PM who knows the right people to go to, offers help and things get quickly escalated.