Escalations
The User Escalation Chart below outlines the escalation guidelines used to manage and control SAO's ticket resolution.
| Escalation Timeframes for Emergency and Other Tickets | ||||
|---|---|---|---|---|
| First Point of Escalation SAO TeamWorks Escalation Form |
SAO Customer Service Center Manager |
Chief Information Officer | State Accounting Officer | |
| 8 Business Hours after the original contact with SAO |
1 Business Day after Ticket is reported |
2 Business Days after Ticket is reported |
3 Business Days after Ticket is reported |
|