Incident Escalation

Principles of Incident Escalation

• Written
  Any incident escalations should be done in written form and not only via phone.
• Ticket number
  Any incident escalation should refer to the related ticket number.
• No shortcuts
  There is a defined escalation chain in the VertiGIS Support. This should be followed. We know from experience that shortcutting the escalation to a higher level does not speed up the processing.

Possible Reasons for Incident Escalation

• Disagreement over priority
• Processing time too long
• Key product function affected