Multiple choice

When escalating a support issue procedures in which of the following should be fully observed?

  1. Customer's policies and procedures

  2. Duty Manager's policies and procedures

  3. current help desk custom and practice

  4. Customer's Service Level Agreement
Reveal answer Fill a bubble to check yourself
D Correct answer
Explanation

The SLA outlines the escalation path and procedures for handling issues that cannot be resolved at the first level of support.

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