Escalation Matrix
An escalation matrix is a process that defines when escalation should happen and who should handle incidents at each escalation level. This Doc cover the escalation matrix for different teams as below:
DevOps Team
| Level | Scope of Support | Escalation Steps |
|---|---|---|
| L1 | Basic tasks related to DevOps, such as monitoring and deployment requests, and handling routine queries. | Escalate to L2 if issue or request is beyond their level of expertise. |
| L2 | Investigating and resolving more complex issues related to the development and deployment of DevOps solutions. | Escalate to L3 if issue or request is beyond their level of expertise. |
| L3 | Handling the most complex and critical DevOps issues that cannot be resolved by L1 or L2 support. | No Escalattion. |
Backend Team
Product Team
| Level | Scope of Support | Escalation Steps |
|---|---|---|
| L1 | Basic tasks in backend related to product, such as small changes in existing features, debugging & fixing the issues. | Escalate to L2 if issue or request is beyond their level of expertise. |
| L2 | Investigating and resolving more complex issues that might involved tweaking the features to address the concern & issues escalated by L1 | Escalate to L3 if issue or request is beyond their level of expertise. |
| L3 | Handling the most complex and critical Back-end issues that cannot be resolved by L1 or L2 support. | No Escalattion. |
Delivery Team
| Level | Scope of Support | Escalation Steps |
|---|---|---|
| L1 | Basic tasks related to backend issues, such as unhandled code scenarios, message updates and RCA on issues. | Escalate to L2 if issue or request is beyond their level of expertise. |
| L2 | Investigating and resolving more complex issues related to the development and providing the RCA if L1 is not able resolved the issue. | Escalate to L3 if issue or request is beyond their level of expertise. |
| L3 | Handling the most complex and critical Back-end issues that cannot be resolved by L1 or L2 support. | No Escalattion. |
Frontend Team
| Level | Scope of Support | Escalation Steps |
|---|---|---|
| L1 | Basic tasks related to front-end issues in developemt, such as minor designing issues, text alignment, conflicts in html, css and minor troubleshooting. | Escalate to L2 if issue or request is beyond their level of expertise. |
| L2 | Investigating and resolving more complex issues related to the identifying and fixing bugs, optimizing page load times, or implementing new UI components. | Escalate to L3 if issue or request is beyond their level of expertise. |
| L3 | Handling the most complex and critical front-end issues that cannot be resolved by L1 or L2 support. | No Escalattion. |
AI Team
| Level | Scope of Support | Escalation Steps |
|---|---|---|
| L1 | Basic tasks related to AI tasks or queries, such as collecting and labeling data, preprocessing data for use in models, and running simple experiments to test model performance. | Escalate to L2 if issue or request is beyond their level of expertise. |
| L2 | Investigating and resolving more complex issues related to the AI model development, training and fine-tuning models, evaluating model performance, or troubleshooting training or deployment issues in development and production. | Escalate to L3 if issue or request is beyond their level of expertise. |
| L3 | Handling the most complex and critical AI issues that cannot be resolved by L1 or L2 support. | No Escalattion. |
Customer Success Team
| Level | Scope of Support | Escalation Steps |
|---|---|---|
| L1 | Basic tasks related to customer queries and requests such as small feature enabling, verbiage changes, investigating all bugs. | Escalate to L2 if issue or request is beyond their level of expertise. |
| L2 | Investigating and resolving more complex issues/queries related to customer queries in testing and production. | Escalate to L3 if issue or request is beyond their level of expertise. |
| L3 | Handling the most complex and critical issues/queries that cannot be resolved by L1 or L2 support. | No Escalattion. |