# IT support escalation matrix worksheet

Version: 9 November 2026. Example framework, not a service commitment.

## Service and coverage
Service/environment:
Business owner and deputy:
Coordinator role and backup:
Support hours, timezone, calendar and holidays:
Approved alternate record/contact method:

## Escalation rules
| Trigger | Primary role | Backup role | Specialist/decision owner | Channel | Clock/start event | Acceptance required | Fallback |
| --- | --- | --- | --- | --- | --- | --- | --- |
| No acknowledgement | | | | | | | |
| Impact expands | | | | | | | |
| Specialist access/skill needed | | | | | | | |
| Recovery approval needed | | | | | | | |

## Handoff packet
Incident ID and authorised evidence links:
Service, environment, start time, impact and priority rationale:
Observed facts / hypotheses:
Safe checks completed and relevant recent changes:
Specific task or approval requested:
Current coordinator / proposed recipient:
Explicit acceptance and timestamp:
Next review and stakeholder update time:
Vendor case and entitlement reference if relevant:

Never place secrets or unnecessary personal data in this worksheet. Keep the completed contact directory access-controlled.

## Controlled exercise
Test date and participants:
Primary unavailable: notification/acceptance times:
Backup unavailable: fallback result:
Specialist task: owner/coordinator distinction:
Support platform unavailable: alternate route result:
Shift handover: accepted transfer time:
Gaps, owner, due date:
Approved by / version / next review: