@@ -220,12 +220,14 @@ Please Note: Providing thorough and prompt responses when this label is applied
#### Escalate to unblock a request
If you encounter any problems, such as obtaining a timely response from Development, then please take one or more of the following steps:
If your Request for Help has stalled (for example, no response or progress from the Development team) these steps should help unblock the issue. Support is working on behalf of our users; validating that we get a timely answer from the Engineering team helps keep our customers happy.
1. Check if the engineer(s) assisting with the request is on PTO through Slack or their GitLab status. If they are on PTO, mention the contacts (listed in the issue template) in the issue, or their backups if they are also on PTO, requesting an update via the issue. Backups are listed in a coverage issue, or in Slack.
1. Make the corresponding Development group Engineering Manager aware by mentioning them in the issue. You can identify the relevant Engineering Manager by checking the Development Group Handbook Page from each Projects Readme Section which provides a section named `Development Groups with their corresponding templates and labels`.
1. Feel empowered to ping the contacts and/or Engineering Manager in the corresponding product/development group Slack channel along with a link to the issue, requesting an update.
1. Reach out to a Support Engineering Manager for further guidance directly or in the `#support_leadership` Slack channel.
If a request is blocked or an update has been requested in a support ticket:
1. Check if the assigned engineer is on PTO through Slack or their GitLab status. If they are on PTO, @mention the engineering manager and the contacts listed in the issue template (or their backups if those contacts are also unavailable). Backups are typically listed in a coverage issue or in Slack.
1. Alert the Development Group's Engineering Manager by @mentioning them in the issue. You can identify the relevant EM by checking the Development Group Handbook Page from each Project's README section, which provides a section named `Development Groups with their corresponding templates and labels`.
1. Ping the assigned engineer and/or Engineering Manager in the corresponding product or development group Slack channel, along with a link to the RFH issue, requesting an update.
1. If the above steps have not unblocked the request, reach out to a Support Manager for further guidance directly or in the `#support_leadership` Slack channel.
