Appendix A: Incident management escalation matrix

This section provides information about key roles to contact when an incident occurs.

::: tip NOTE The incident management escalation matrix provided below acts as an example only. The actual names of roles may be different in your organization. :::

Name of team	Manager N	Escalation N+1	Escalation N+2
Level 1 Customer Support	L1/L2 Operations Support Team Leader	Service Manager	Technical Operations Manager
Level 2 Customer Support	Service Manager	Technical Operations Manager	Product Owner of the Hub / Program Manager
Level 3 Customer Support	Service Manager	Technical Operations Manager	Product Owner of the Hub / Program Manager
Level 4 Customer Support	Service Manager	Technical Operations Manager	Product Owner of the Hub / Program Manager