Definition of the Escalation (tracking) tool:
Escalation Tracking is a software implemented as a web based tool, which will let you track critical product issues. Escalation Tracking web database is an easy to use, easy to setup program designed to work with your existing IT framework to help provide visibility to field problems to the factory level. When normal field procedures do not resolve discovered product defects, the escalation database helps provide information to a wide audience and necessary personnel.
Extracted from: http://www.sharewareconnection.com/escalation-tracking.htm