Escalation
An IT team will most often have an escalation, or response, order to infrastructure problems. This feature is to reflect that escalation order in the HQ platform. Alert escalation and acknowledgement go hand-in-hand. If an alert is not acknowledged by a user or resolved within a given amount of time, then it should perform an escalated action(s). An escalated action can be defined by a different notification method (for example, SMS rather than e-mail), notification of a different user, or some other action to be performed. Furthermore, HQ maintains a fixed state to each alert so that when a problem has been resolved, the user who acknowledged the alert can mark it as fixed and others can be notified of that resolution.
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