Hello,

 

I have two questions related to escalation.

 

1 - Some of our accounts have many subaccounts, each one may have different service requirerments.  Is there any way to asign each subaccount different contracts/SLAs? 

 

2 - How can I set an escalation to notify the account manager if my tech and tech supervisor do not respond in a set period of time?  The system does not list the account manager as an escalation option and it will not allow me to use the account managers email as a tech. 

 

Thank you