Glossary

What is escalation?

Escalation is passing a problem to someone with more authority or expertise when it can’t be solved at the current level.

Escalation is passing a problem to someone with more authority or expertise when it can’t be solved at the current level.

Why it matters

Fast escalation stops small problems becoming big ones.

In practice

  • Clear rules for what to escalate.

  • Named contacts.

  • Quick responses.

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