You use escalations to ensure that the service provider
complies with the commitments specified in a service level agreement.
To trigger the conditions specified in an escalation, you activate
the escalation. When you no longer want to trigger these conditions,
you deactivate the escalation.
The following rules apply to activating and deactivating escalations:
- When you change the status of a service level agreement from draft
to active, the associated escalation is activated.
- When you create an escalation for an active service level agreement,
you must use the Activate/Deactivate Escalation action
to activate the escalation.
- When you change the status of a service level agreement to inactive,
you are prompted to deactivate the associated escalation.
To deactivate or activate an escalation, you use the action.