Support Escalation Matrix

Define issue severity and escalation ownership for support operations.

1Describe issue criteria for each priority tier.

2Review owner and escalation timing.

3Use the matrix for support and engineering alignment.

P1 CriteriaP2 CriteriaP3 Criteria

Escalation matrix

Service outage or security risk

Owner: On-call engineer + support lead

Escalation: Immediate

Core feature degraded with workaround

Owner: Product support manager

Escalation: Within 1 hour

General bug, low user impact

Owner: Queue owner

Escalation: Daily triage

Exports for this tool