Incident Escalation Matrix
An Incident Escalation Matrix is a structured plan that outlines the procedures and chain of command to follow when dealing with various types of incidents, issues, or emergencies within an organization. The purpose of this matrix is to ensure that incidents are addressed promptly and efficiently and that the appropriate individuals or teams are involved based on the severity and nature of the incident.
The following are general technical Guidelines for an Incident Escalation Matrix:
Incident Type:
Specify the types of incidents that the matrix covers, such as technical outages, security breaches, customer complaints, etc.
Severity Levels:
Define the severity levels that will help determine the urgency of the incident. This could be categorized as low, medium, high, and critical, for example.
Escalation Steps:
Outline the steps to be taken for each severity level. This typically includes:
Primary Response Level:
Name of the initial responder/team.
Contact information (phone, email) for the primary responder.
Secondary Response Level:
Name of the second-level responder/team.
Contact information for the secondary responder.
Tertiary Response Level:
Name of the third-level responder/team.
Contact information for the tertiary responder.
Executive/Management Level:
Names and contact information for relevant executives or management personnel to be notified of critical incidents.
Resolution and Follow-up:
Details on how incidents will be tracked, monitored, and resolved.
Process for notifying relevant stakeholders about the incident's progress and resolution.
Communication Plan:
Outline the communication methods and channels to be used for each escalation level. This could include email, phone calls, messaging platforms, etc.
HOW TO FILL THE MATRIX?
What incidents matrix covers?
Incident Type:
Specify the types of incidents that the matrix covers, such as technical outages, security breaches, customer complaints, etc.
Severity Levels:
Define the severity levels that will help determine the urgency of the incident. This could be categorized as low, medium, high, and critical, for example.
Escalation Steps:
Outline the steps to be taken for each severity level. This typically includes:
Primary Response Level:
Name of the initial responder/team.
Contact information (phone, email) for the primary responder.
Secondary Response Level:
Name of the second-level responder/team.
Contact information for the secondary responder.
Tertiary Response Level:
Name of the third-level responder/team.
Contact information for the tertiary responder.
Executive/Management Level:
Names and contact information for relevant executives or management personnel to be notified of critical incidents.
Resolution and Follow-up:
Details on how incidents will be tracked, monitored, and resolved.
Process for notifying relevant stakeholders about the incident's progress and resolution.
Communication Plan:
Outline the communication methods and channels to be used for each escalation level. This could include email, phone calls, messaging platforms, etc.
Contact Information:
Provide a comprehensive list of contact information for all individuals or teams involved in the escalation process, including primary, secondary, and tertiary responders, as well as executive/management personnel.
Testing and Review:
Detail how often the escalation matrix will be reviewed, tested, and updated to ensure its effectiveness and accuracy.
Scenarios and Examples:
Include hypothetical scenarios or real-world examples to help users understand how the matrix would be applied in different situations.
Notes and Additional Information To Remember:
Provide any other relevant notes or instructions that can help users understand the matrix and its implementation better.
Remember that an Incident Escalation Matrix is a living document that should be regularly reviewed and updated to reflect any changes in personnel, contact information, or organizational structure.
It's also important to ensure that all relevant stakeholders are familiar with the matrix and its procedures.
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