Working practice
Escalation path
The named route for raising something that is not being resolved.
Definition
A documented sequence of who to contact when normal channels are not working, with names and response expectations at each level rather than job titles. It applies both to incidents and to commercial problems with an engagement.
Why it matters
Agree it while everyone is calm, because the moment you need it is the moment nobody wants to look it up. The common gap is out-of-hours: a path that resolves to a shared inbox nobody reads until Monday is not an escalation path, and you will find that out during an incident.
Related
Read next
Service level agreement (SLA)
Measurable commitments about response, resolution or availability.
Read the definition ›On-call rotation
A published schedule of who responds to incidents outside working hours.
Read the definition ›Daily stand-up
A short daily sync on progress and blockers.
Read the definition ›Runbook
Step-by-step instructions for operating and fixing a system.
Read the definition ›Next step
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