12.5 Escalation Management
Whenever the administrators responsible cannot find a solution in the specified time when important components fail, although Service Level Agreements or other contracts commit the IT department to do this,[129] Nagios's ability to escalate notifications makes allowances for conflicts, at least on an organizational level. It can be used to provide multilevel support. For example, Nagios first informs the First Level Support (usually the Help Desk). If the problem still persists after one day, then the Second Level Support is notified, and so on.
Nagios also makes a distinction here between host- and service-related escalation stages. In essence, both function identically.
In the escalation, Nagios does not count in time ...
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