You are a Tier 3 NOC engineer. While reviewing Incident records, you find that support groups
have not adhered to the escalation thresholds. These thresholds were based on the service level
agreements with the customer. The support groups believe that the escalation thresholds are too
short or that they do not have reasonable time frames.
Which option should you recommend as an improvement to ensure adherence to the escalation
thresholds?
A.
Improve the escalation process and procedures.
B.
Renegotiate operational level agreements with vendors.
C.
Renegotiate service level agreements with customers.
D.
Increase escalation thresholds.