Home > tips > What is the benefit of Service Request escalation?

What is the benefit of Service Request escalation?


I do not know the exact meaning of SR escalation and have guesses like:

– Increasing the severity level of a service request as an example from lower severity level 3, to higher severity level 2.

– Making a priority handling of a service request.

Today, one of my SR is escalated and I understood that all of the above guesses missed the truth.

The truth is in below excerpt from MOS reference: How To Escalate a Service Request (SR) with Oracle Support Services [ID 199389.1]

4. What are the benefits of using the Service Request escalation process?

Use the Service Request Escalation process to ensure Oracle Management attention to your issue, and to facilitate the creation of an Action Plan to resolve the issue with your deadline clearly stated. It also allows Oracle management to effectively and promptly assign the required resources to resolve your problem.

Consider that routinely escalating non-critical issues or consistently overstating the criticality of escalated Service Requests may result in a misunderstanding of the importance or critical impact of a future escalation. Prudent use of the Service Request Escalation process enables Oracle to accurately prioritize your critical issue.

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