escalation

1. (support) The reassignment of a difficult problem to someone whose job is dedicated to handling such cases.Examples: "The manager ensures that the escalation team generates a continuous stream of root cause analysis exercises and the subsequent corrective actions."; "Resolving escalations tends to require large amounts of time and energy from the support engineer working on an escalation and from the manager driving it. If those individuals are also required to attend to other issues, they will either neglect other customers (not good) or do a poor job of driving the escalation (very bad)."countableuncountable