bb6f1227_apter_8___Developing_Your_Site__Success_criteria
[Milestone] Escalation process established, staffed, and tested [Action] Design and implement process for support staff to escalate problems to the development team for evaluation and correction, when necessary. [Timing] Before any client pilot programs, or before you put the site in production. [Success criteria] 
Customer problems are solved in a timely manner.
Chapter 8 - Developing Your Site
Success criteria