# Escalations Glossary

> Moving customer issues from support to engineering, and keeping that handoff short.

Canonical: https://www.decimal.app/glossary/escalations · Last reviewed: 2026-09-23

## Questions

- [How do I reduce engineering escalations?](https://www.decimal.app/glossary/escalations/how-to-reduce-engineering-escalations)
- [What should an engineering escalation include?](https://www.decimal.app/glossary/escalations/what-should-an-engineering-escalation-include)
- [What should support do when it can't reproduce a bug?](https://www.decimal.app/glossary/escalations/what-to-do-when-support-cannot-reproduce-a-bug)

## Terms

- [Bug Report](https://www.decimal.app/glossary/bug-report): A write-up of unexpected behavior with enough detail for an engineer to reproduce it.
- [Cannot Reproduce](https://www.decimal.app/glossary/cannot-reproduce): The status a ticket gets when engineering can't make the bug happen on their side.
- [Engineering Escalation](https://www.decimal.app/glossary/engineering-escalation): A ticket support hands to engineering because it needs code-level investigation.
- [Escalation Path](https://www.decimal.app/glossary/escalation-path): The defined route a ticket follows when the current owner can't resolve it.
- [Known Issue](https://www.decimal.app/glossary/known-issue): A confirmed bug that's been acknowledged but not yet fixed.
- [Reproduction (Repro)](https://www.decimal.app/glossary/reproduction): Making a reported bug happen again on purpose to confirm and study it.
- [Severity Level](https://www.decimal.app/glossary/severity-level): A rating of how much harm an issue is causing, from outage to cosmetic.
- [Workaround](https://www.decimal.app/glossary/workaround): A temporary way for a customer to get unblocked before a real fix ships.

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