Escalation Defaults

Condition	Target resolution time	Action
Priority 1	1 business day	First escalation after 5 hours and 2 minutes (21%) from the incident creation time. Second escalation after 7 hours and 12 minutes (30%) from the incident creation time. Third escalation after 19 hours and 55 minutes (83%) from the incident creation time. Notification sent to Service Desk Manager when response time is breached.
Priority 2	3 business days	First escalation after 13 hours and 40 minutes (19%) from the incident creation time. Second escalation after 17 hours and 16 minutes (24%) from the incident creation time. Third escalation after 2 days, 11 hours, and 45 minutes (83%) from the incident creation time. Notification sent to Service Desk Manager when response time is breached.
Priority 3, 4, and 5	5 business days	First escalation after 1 day, 1 hour, and 12 minutes (21%) from the incident creation time. Second escalation after 1 day, 9 hours, and 36 minutes (28%) from the incident creation time. Third escalation after 4 days, 3 hours, and 36 minutes (83%) from the incident creation time. Notification sent to Service Desk Manager when response time is breached.

Condition	Target resolution time	Action
Priority 1	4 hours	First escalation after 2 hours and 36 minutes
Priority 2	1 day	First escalation after 15 hours and 36 minutes
Priority 3	2 days	First escalation after 1 day 7 hours and 12 minutes