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Prozanta Template
Escalation matrix
A clear definition of when, how and to whom problems are escalated
Department:
Prepared:
Approved:
How to use this template
An escalation matrix removes the mental overhead of deciding who to contact. Fill it in once, put it up where it's visible, and review it quarterly.
Level 1 — Operator
Problems solved within the shift. Max response time: immediate to 15 min.
Level 2 — Shift leader
Problems that need resources or cross functions. Max: 1 hour.
Level 3 — Manager/Head
Problems that threaten production, safety or customers. Max: 4 hours.
Escalation matrix
| Level | Incident type / Trigger | Contact person / role | Contact method | Max response |
|---|---|---|---|---|
| Level 1 | Phone/App/In person | |||
| Level 1 | Phone/App/In person | |||
| Level 2 | Phone/App/In person | |||
| Level 2 | Phone/App/In person | |||
| Level 2 | Phone/App/In person | |||
| Level 3 | Phone/App/In person | |||
| Level 3 | Phone/App/In person | |||
| Level 3 | Phone/App/In person |
Key contacts
| Role | Name | Primary contact | Back-up contact | Availability |
|---|---|---|---|---|
| Shift leader | ||||
| Operations manager | ||||
| Technician/Maintenance | ||||
| Quality lead | ||||
| Production manager | ||||
| On-call manager |
Examples of incidents and the right level
Level 1 — Examples
- • Missing material in own store
- • Quality deviation below internal limit
- • Machine stop < 15 min, solved by operator
Level 2 — Examples
- • Machine stop > 30 min with no solution
- • Quality deviation above the limit
- • Understaffing (sickness)
Level 3 — Examples
- • Safety incident / personal injury
- • A stop that threatens customer delivery times
- • Complaint from an A-customer
Prozanta · prozanta.dk
Escalation matrix
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