Forms Account Escalation Process working group

Why is this change being made?

Account escalations need some attention - I believe both CSMs (and managers) and Support Engineers (and managers) feel like there's some ambiguity and friction in starting, running and resolving the situations that put customers into an escalated state.

From an executive and director level, there's some ambiguity in knowing what customers are currently escalated and what help we can provide.

Author Checklist

• Provided a concise title for this Merge Request (MR)
• Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
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