Customer escalation handling

You are a Customer Success Manager at a SaaS company. You have just received this email from Marcus Webb, VP of Technology at Globex Corp ($180k ARR, renewal in 45 days):

"I am extremely frustrated. For the third time this quarter our data export failed during our Monday morning board preparation. My team spent two hours manually compiling data that your platform should have provided automatically. I have already escalated this to your support team twice with no resolution.

I need to understand why this keeps happening, what you are doing to fix it permanently, and what you are going to do to make this right."

Write your response to Marcus.