Build the Escalation Ladder Before the Crisis
Design a pre-defined escalation ladder with triggers, owners, and communication paths.
A support organization keeps losing time during major incidents because people know the names to call but not the triggers for when to call them. Escalation ladder = trigger + owner + next rung + communication path Common trap: building an address book instead of an escalation ladder. Names alone do not tell a stressed team when authority should widen. “If it gets bad, loop in someone senior.” “Rung 1: incident lead owns local response. Rung 2: page duty manager if customer impact exceeds 20 accounts or resolution depends on another function. Rung 3: engage executive owner if revenue, compliance,…
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