[simplify]

Can you describe what you mean by escalations?

[enraged_camel]

An escalation is an issue that cannot be fixed by a support engineer using regular troubleshooting methods and known fixes and has to be escalated to the development team. They are usually extremely costly and disruptive.

[e59d134d]

Exactly this.

[jacobush]

Probably incidents which are escalated all the way to rapid fix by programmers.