Build an escalation matrix that works at 2 a.m.
Create a continuity escalation matrix with invocation triggers, primary and backup roles, contact methods, and decision authority.
The runbook says "notify leadership" during a critical outage. It does not say which threshold invokes continuity, who decides degraded service, or who approves customer communication. Trigger -> role -> backup -> channel -> authority The common trap is treating a contact list as an escalation matrix. A list gives names; a matrix gives decisions. Trigger Define invocation triggers: customer portal unavailable for 45 minutes, payroll file blocked within 24 hours, or safety-impacting facility loss. Triggers prevent teams from waiting for a senior person's intuition while impact thresholds approach. Role Name roles, not just people: Incident Lead, Business Continuity Lead,…
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