How does escalation work?

<p>If a ticket is not resolved within SLA, it auto-escalates:</p> <ol> <li><strong>L1:</strong> Department Admin of the owning department</li> <li><strong>L2:</strong> Supervisor (cross-dept authority)</li> <li><strong>L3:</strong> Escalation Officer (final tier)</li> </ol> <p>For IT Ministry (MSIT) complaints, L3 routes to the independent Escalation Officer to avoid self-review.</p>