Definitions[]
Security[]
An escalation procedure is
“ | [t]he procedures used to increase in extent, volume, number, amount, intensity, or scope of a service request to resolve an IT security issue.[1] | ” |
Service agreement[]
Escalation procedure refers to the steps to be taken when service levels do not meet contractual requirements. This may involve determining fault for missed benchmarks, reporting, problem resolution within a specified time and — when the problem still is not resolved — executive intervention on both the client and service provider sides.