Escalation should only be invoked under exceptional or unforeseen circumstances and enables a client to increase the priority given to their incident request. All TRU staff and faculty may request escalation of an existing incident, with written or verbal approval from Management level staff, along with the business reason justifying the need to escalate. IT Services staff will evaluate alternatives and if none are appropriate, the request will be escalated.
Once the incident is escalated, the client will be contacted by IT Services within 4 working hours. The IT Client Services manager will be notified if the incident is not resolved in 8 working hours. The Associate VP of IT Services will be notified if the incident is not resolved after 2 business days.