The engineering team should be as transparent as possible with its progress on open escalations. The team’s work is visualized through the signboard, and all stakeholders are encouraged to provide input about the ranking of work items. The customer-support team can pull updates from the SE team whenever they like. Also, by having a customersupport representative on the triage team, collaboration between support and development is frequent and more effective, giving support input into the stack ranking. Knowing that the SE team is using Kanban, the support team is confident that issues will be addressed as quickly as possible. To further improve the predictability of escalation completion dates, simply measure the average lead time of the work items. Lead time can be measured in various ways, such as the duration between the opening and closing of customer support tickets, or the duration between the addition of the escalation to the core engineering team’s backlog and the deployment of the fix. To keep things simple, take a sample of work items from the past few weeks, compute the average lead time, and use that number as the basis for predicting completion dates. You can use more advanced statistical methods by plotting a histogram of lead-time ranges that account for different types of work items and then analyzing the distribution of those lead times to determine more accurate delivery rates. This type of analysis is good input for a service level agreement (SLA) to create a high-confidence contract for expected escalation and issue-resolution times.