Escalations help businesses comply with service level agreement
commitments by proactively avoiding service level agreement violations.
- Each service level agreement has a one-to-one relationship with
an escalation.
- Each commitment in a service level agreement maps to an escalation
point in the corresponding escalation.
- After defining a service level agreement, you can define the corresponding
escalation, and the service level agreement application populates
escalation points (you can modify them).
- The service level agreement application contains an Escalation tab,
providing a view into the corresponding escalation.