Service Manager
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Default Escalation Settings
This topic lists the default escalation settings (without service level agreements).
•Default Incident Escalation Schedule
•Default Task Escalation Schedule
Default Incident Escalation Schedule
|
Condition |
Target Resolution Time |
Action |
|
Priority 1 |
1 business day |
First escalation after 5 hours and 2 minutes (21%) from the incident creation time. Second escalation after 7 hours and 12 minutes (30%) from the incident creation time. Third escalation after 19 hours and 55 minutes (83%) from the incident creation time. Notification sent to Service Desk Manager when response time is breached. |
|
Priority 2 |
3 business days |
First escalation after 13 hours and 40 minutes (19%) from the incident creation time. Second escalation after 17 hours and 16 minutes (24%) from the incident creation time. Third escalation after 2 days, 11 hours, and 45 minutes (83%) from the incident creation time. Notification sent to Service Desk Manager when response time is breached. |
|
Priority 3, 4, and 5 |
5 business days |
First escalation after 1 day, 1 hour, and 12 minutes (21%) from the incident creation time. Second escalation after 1 day, 9 hours, and 36 minutes (28%) from the incident creation time. Third escalation after 4 days, 3 hours, and 36 minutes (83%) from the incident creation time. Notification sent to Service Desk Manager when response time is breached. |
Default Task Escalation Schedule
•The default task response escalation schedule is one day.
•The default task resolution escalation schedules are as follows:
|
Condition |
Target Resolution Time |
Action |
|
Priority 1 |
4 hours |
First escalation after 2 hours and 36 minutes |
|
Priority 2 |
1 day |
First escalation after 15 hours and 36 minutes |
|
Priority 3 |
2 days |
First escalation after 1 day 7 hours and 12 minutes |
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