Escalations and The Escalation Management Team

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    Aaron Jestrab
    Engagement Champion
    Conversation Starter
    First Responder

    Regarding escalation of an issue, what are the hours these are monitored? 

    For example in a recent issue, which started after an inriver deployment/scheduled release, what is the proper communication method? This issue was causing customer system degradation and errors. Support hours are not covered during those time frames. So if we escalate a support ticket, after hours, does that bring attention to the issue outside of normal support hours?

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