You are working at a service provider NOC as a Tier 2 NOC engineer. The service desk has
escalated a trouble ticket to you. The customer complaint on that ticket states that there is no
network reachability between two branch offices. After reviewing the ticket, you begin
troubleshooting but soon realize that you are unable to resolve the incident yourself. Which two
factors should you consider before escalating this to the next level of support? (Choose two.)

A.
service level agreement

B.
number of affected customer end users

C.
workload of the escalation person

D.
priority level of the trouble ticket