Escalation matrixIT supportSLATemplate
IT Support Escalation Matrix Template
workro desk team·5 min read·5 January 2027
Escalation Matrix
| Level | Trigger | Owner | Response Time |
|---|---|---|---|
| Level 1 | Initial request | Helpdesk Agent | 15 min - 4 hrs |
| Level 2 | L1 cannot resolve in SLA | Senior Technician | 1-2 hours |
| Level 3 | L2 cannot resolve in SLA | IT Head | 30 minutes |
| Level 4 | Executive escalation | CEO/COO | As needed |
Escalation Rules
- P1 tickets: Always escalate to Level 2 immediately
- Security incidents: Always escalate to IT Head immediately
- Data breaches: Escalate to CEO and legal immediately
Ready to fix faster?