You are working at a service provider NOC as a Tier 2 NOC engineer. The service desk has escalated a trouble ticket to you. The customer complaint on that ticket states that there is no network reachability between two branch offices. After reviewing the ticket, you begin troubleshooting but soon realize that you are unable to resolve the incident yourself. Which two factors should you consider before escalating this to the next level of support? (Choose two.)
service level agreement
number of affected customer end users
workload of the escalation person
priority level of the trouble ticket
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