You are a Tier I NOC staff working on a severity 1 issue. The escalation timeline is defined as 60
minutes. After 55 minutes, you think you are close to resolving the issue. What would you do in
this situation?
A.
Continue to work and resolve the issue, even after 60 minutes has passed.
B.
Call your manager and report your progress.
C.
Escalate to Tier II support staff.
D.
Call the user and let them know that you will resolve the issue in 10 minutes.
Explanation: