Incident Escalation Management Team is a global team based within SAP Cloud Product Support Organisation, spread between 4 locations in 3 regions covering all time zones for 7 days a week (24/7).
In case you come across critical incidents (marked with priority "Very High") and if the issue is impacting core business or a system downtime for more than 30 minutes or a Security Issue/ Data Violation Issue, for which no satisfactionary progress is made due to any reason, you can raise an escalation request in order to assign an Escalation Manager to the critical incident.
The Escalation Manager will be responsible for obtaining timely updates from involved teams and for keeping you up to date regarding the progress, accordingly to receive updates from responsive parties.
KBA , SRD-HR-TLM , Time and Labour Management , How To
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