Let's break the ice! Escalations crosswords

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Across
  1. 3. Feeling you have when resolving a C2IE
  2. 4. An escalation for ST ticket from TAM is...
Down
  1. 1. Cases in this status may not need escalated
  2. 2. To get an engineer from different timezone we cut a?
  3. 3. Everyone is looking forward to this when the queue is loaded with escalations