English to Portuguese Tech/Engineering Telecom(munications) Transition of Remote Services

I found some definitions for 'escalation', but I don't feel they're appropriate in the context. Help, please! And thanks in advance :-)

•Remote Customer Configuration (Lines & Features) - Business Hours
•Performance Management – Business Hours
•On site Support – Business Hours
•Transition to XXXX Managed Service

The operation will be supported by XXXX management and support infrastructure to provide leadership, performance reporting, escalation and a single point of management contact for YYYYY.

All fault reporting and configuration activities managed by XXXX will be via XXXX's Network Management Centre.