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jack27
October 25th, 2006, 02:20 AM
what is meant by “Escalation” when used in the context of computer maintenance.

Erik
October 25th, 2006, 05:55 AM
For current systems this usually means that the first-level tech who answered the phone and told you to reboot (thus exhausting all of his computer savvy) is going to pass your call to someone who knows how to spell computer. After a few such escalations you'll often (but not always) get to a tech who knows the difference between hardware and software.

That said, this doesn't appear to be a vintage computer related question.

carlsson
October 26th, 2006, 02:47 PM
How about a Vintage Computer Tech Support Hot-Line? (maybe some of those words are superfluous)

The first-line support would always tell you to reboot the computer, no matter if it is a TRS-80, an IBM PCjr, a Yamaha CX5M or an Atari Mega ST. The way of escalating (?) through the levels of tech support until you find someone with the right knowledge (much like how this forum works) would be the same as with support for current computer systems. Actually the process might be even more "refined", as the first-line probably doesn't know most of the vintage systems they cater for more than by name, unlike modern computers where they might have some personal skills to use to help you.