AW Computing has a 4-hour SLA in its support guarantee.

Escalation rules are rules that automatically escalate cases if they have not been resolved within a certain time frame or meet certain criteria such as priority or status. Escalation rules can perform actions such as changing ownership of cases, sending email notifications, or creating tasks for users or queues. By using escalation rules, AW Computing can ensure that cases are properly prioritized and handled within their SLA time limit. References: https://help.salesforce.com/s/articleView?id=sf.cas e_escalation_rules_overview.htm&type=5