Principles of Incident Escalation
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