When cases are routed across tiers, which tier requires prior escalation?

In the context of service case management, particularly within structured support environments, cases are often handled across different tiers of support. Each tier typically has its own set of responsibilities and expertise level.

Tier 3 is considered the highest level of technical support and is usually involved in the most complex and critical issues that cannot be resolved at lower tiers. In this model, prior escalation to Tier 3 is necessary because it is essential to ensure that the issue has been thoroughly analyzed and attempted to be resolved at lower tiers. Prior escalation means that the case must first be addressed by Tier 1 and Tier 2, with documented attempts at resolution, before it can be presented to Tier 3.

This process helps maintain efficiency within the support structure by allowing lower-level tiers to handle simpler, more routine cases, freeing up Tier 3 to focus on specialized issues. It is also beneficial for maintaining a documented history of the case, which assists Tier 3 in understanding the problem's context and previous handling.

Lower tiers, such as Tier 1 and Tier 2, are designed to troubleshoot and resolve more basic inquiries and issues before they escalate to the more complex level, which is why they do not require prior escalation to function effectively. In contrast, Tier 4