Am at work, need to know what the hell 'escalation procedures are'

[northerner]

I teh context of 'tell me about yur KPi's, SLA's and escalation procedures. First two I'm fine with but what are escalation procedures?

erm... I think escalation procedures would be to do with how you deal with problems/complaints etc - i.e. the procedure for them being "escalated" as in dealt with by higher levels of management

Depending on what the first two are, I'd say an escalation procedure is how you resolve workplace complaints, disputes etc, if the first port of call does not work out to the satisfaction of all concerned.
Would that make sense in your context northerner?

Thanks guys. Yes that would make sense.