There's also a rather important difference between escalation and changing the severity of an SR. Escalation happens when you need to get the attention of someone higher up/ a different and/or better engineer and so on. Sev1 is work 24*7 and have your manager on the phone as well because of the business impact. So you can have an escalated sev2 and a non escalated sev1.
On 11/8/06, Alex Gorbachev <email@example.com> wrote:Be sure they will update it while you are sleeping. ;-) Chances are
your guy's on another side of the globe. :) When escalating to Sev 1,
they will be working on your nights - so be ready to answer the damn
On 11/8/06, Sanjay Mishra <firstname.lastname@example.org> wrote:
> I even offered the Remote connection so that they can see the issue but no
> reply. Let's wait for some more time else I will call the support number.
The Pythian Group
Sr. Oracle DBA