When to escalate? Here are some scenarios where escalating to support is appropriate: 1. An open case continues to age without substantial updates from Support, or without a clear sense of the support plan, and requests to the agent for these things have not sufficiently been addressed. 2. A Go-Live is dependent on a resolution for a case within a certain timeframe. 3. Further development is blocked until there is a case resolution and this puts the project timeline at risk.