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Key resource

Escalation matrix

Clarify who to notify for each severity level across safety, quality, and finance.

Building the matrix

List severity bands with example scenarios and response time goals.
Map each band to primary and backup contacts with phone, email, and chat channels.
Note required documentation or approvals before escalation is closed.

Operationalising

Publish the matrix inside the help center and project playbooks.
Review quarterly with leadership to adjust for org changes.
Test the matrix via tabletop exercises to ensure contact coverage.

Related links

Download escalation template

Need more help?

Our support team can walk through configuration questions or share additional templates.

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