An incident is essentially any issue that, if left unattended, could result in customer escalation. We can avoid many escalations by implementing a customer incident management process. We do not define customer escalation processes in any geographies. Our customer relationship management approach must evolve to emphasize the importance of escalation prevention. In response, we can plan to identify incidents, track them, and resolve them to avoid escalations. Management oversight and guidance during this process should help managers resolve these kinds of situations before they become escalations. Communication is the major focus. Communications protocols must define who, what, and when. The response to the customer must provide a balance between the cost of gained customer satisfaction and the cost of investment. We can do a better job at managing customer expectations and issues before they result in an escalation. The purpose of this process is to highlight issues that could escalate early on so that management and executive oversights can be applied in a timely manner to either prevent escalations from occurring or reduce the severity of an escalation if one does occur. The DevOps team now acts as level 2 support while before they came into action as level 3 support.