Escalation

Functional escalation (also called technical escalation) transfers the issue to a team with greater technical expertise — from L1 to L2 to L3 support. Hierarchical escalation (also called management escalation) notifies senior management when an issue requires executive attention or decision-making. Escalation triggers are typically defined in the priority matrix — for example, a P1 incident might automatically escalate to management after 30 minutes without resolution. Effective escalation procedures ensure the right people are engaged at the right time without unnecessary delays or over-escalation.