Escalation

Procedures for escalating unresolved symptoms.

Automatic Escalation

Symptoms escalate automatically based on:

• Time unacknowledged
• Time unresolved
• Severity changes
• Condition worsening

Escalation Tiers

Tier 1 - Operator

Initial notification to assigned operator.

Tier 2 - Supervisor

Escalate if no response within threshold.

Tier 3 - Manager

Further escalation for critical issues.

Tier 4 - Executive

Emergency escalation path.

Escalation Triggers

Time-based:

• 15 min unacknowledged → Tier 2
• 1 hour unresolved critical → Tier 3

Condition-based:

• Severity increases
• Multiple related symptoms
• Asset importance

Escalation Actions

When escalating:

• Notify next tier
• Log escalation reason
• Update symptom record
• Optional: page on-call

Manual Escalation

Operators can manually escalate:

• Beyond their authority
• Requires specialist
• Customer impact

Escalation Configuration

Configure per symptom type:

• Time thresholds
• Tier assignments
• Notification channels
• Business hours awareness