Escalations

The User Escalation Chart below outlines the escalation guidelines used to manage and control SAO's ticket resolution.

User Escalation Path Chart
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