Q: What is the official escalation route for tickets during Production Simulation?
A: Regarding escalation levels and processes, a Tier 1 representative or end user submits a question or issue, or ticket, to Tier 2. Once there, the Tier 2 team will investigate the question or issue and provide a response to the user. If they were unable to resolve the issue, it is then further escalated to Tier 3 and communicated to the user. Once Tier 3 confirms the resolution, they communicate back to Tier 2, and Tier 2 communicates to the submitting user or Tier 1 representative. If the county would like additional review or escalation for their response, they can request that from their Tier 2 team.