Reference · Glossary

Escalation policy

Written rules for **when and how** to pull in leadership, legal, comms, or vendor support during incidents.

#When to use

Sev-1 outages, PII leaks, and multi-hour provider failures affecting customers.

Every minor alert — over-escalation burns leadership trust.

After 30m unresolved Sev-1, page incident commander + open status page draft.