Our team can escalate tickets to our more experienced and senior team when they require further help. Given the variety of systems and hardware we support, sometimes we have experts in particular areas who can assist further to a resolution.
Sometimes, an issue due to it's nature must be handled by a higher level technician.
If your ticket has been placed in the Escalation status - this means our team will get to you as soon as possible and resolve the issue - however it may take us a bit longer to resolve what are often more complicated tasks. Our SLA timers are still on, and we will still do all we can to resolve the issue within them, or discuss about extending the time limit if we need too.