Go back to 350-060 - CCIE SP Operations Written Exam

Question :-

You are a Tier 3 NOC engineer. While reviewing Incident records, you find that support groups have not adhered to the escalation thresholds. These thresholds were based on the service level agreements with the customer. The support groups believe that the escalation thresholds are too short or that they do not have reasonable time frames. Which option should you recommend as an improvement to ensure adherence to the escalation thresholds?
Improve the escalation process and procedures.
Renegotiate operational level agreements with vendors.
Renegotiate service level agreements with customers.
Increase escalation thresholds

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