Who?
College and university faculty get very-important-person treatment; we try to respond within 30 minutes with some useful resolution or movement of the problem forward (sometimes, it's just validation that yes, there is a problem, we're working on it, and will keep communication lines open). There are three groups of university (or on par with) groups:
1) UT professors–be them quest users or potentials
2) external college/universities
(after the 12th class day Leta can get a list of these folks for you if wanting to get familiar with names)
3) OnRamps (a hybrid high school/college credit program)/Jason Dowd (jd38484)
What?
Concerns voiced that are timely (ie my students–all or one--can't access can’t access an assignments, trying to publish for an exam starting in an hour, etc) or that which could negatively snowball and affect a lot of people quickly (and thus, would behoove us to resolve before it goes bad for many) are the main things that should be escalated to Shane and Ian via slack.
Alternatively, if there's a notable volume of the same concern voiced in a small timeframe (> 4 students in less than an hour noting the same irritant) that's also important, although it may not be urgent.
When?
Timeliness makes for urgency; so if somethings happening soon from a key player, it may warrant escalating quickly. If the issue can wait a few hours, let it wait, someone else will have eyes on it and take care of it. (examples of things not urgent: students inability to access custom reviews hours before an exam)
Is this urgent? (game)
Common Decoys (that are not actually urgent–ie no escalation needed--but can be taken care of quickly)
course user assignment (cua) missing
assignment start/due date, check if published
copy course not available (try this other way)
some expected behavior is missing