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Expert Consultation and Escalation

Acquia employs an "Expert Consultation" methodology where increasing levels of expertise are brought to bear on an issue as it's being resolved instead of escalating the issue to different people or groups in separate steps over time. The Expert Consultation method reduces time to resolution by avoiding the overhead of task switching and coordinating multiple communication loops. Some issues requiring offline research do not lend themselves to this resolution method and may be escalated in a traditional way.

If traditional escalation is required then Acquia Support follows the following guidelines:

  • Issues of Critical urgency are escalated to Acquia Engineering or an appropriate resource within 30 minutes of blocked progress.
  • Issues of High urgency are escalated to Acquia Engineering or an appropriate resource within four hours of blocked progress.
  • Issues of lower urgency are escalated on a time frame depending on the issue and situation.

Critical issues receive continuous attention during business hours through conclusion. Diagnostic and repair efforts continue during off-hours for subscribers with 24x7 service.