Escalation procedures are the steps that are to be followed if the contractual agreement is not followed. In my case this would be that I receive the correct copy of FireFox. This means that the I needs to inform the company and then the website arranges the download for me. I must follow their installation process for it to work. Meeting deadlines or having delay must be appropriate and correct. This could cause loss of service if something out of ordinary nature happens, meaning that I could miss a deadline and means that i would give a negative review, i.e. Yelp.