# Appendix A: Incident management escalation matrix
This section provides information about key roles to contact when an incident occurs.
NOTE
The incident management escalation matrix provided below acts as an example only. The actual names of roles may be different in your organization.
| Name of team | Manager N | Escalation N+1 | Escalation N+2 |
|---|---|---|---|
Level 1 Customer Support | L1/L2 Operations Support Team Leader | Service Manager | Technical Operations Manager |
Level 2 Customer Support | Service Manager | Technical Operations Manager | Product Owner of the Hub / Program Manager |
Level 3 Customer Support | Service Manager | Technical Operations Manager | Product Owner of the Hub / Program Manager |
Level 4 Customer Support | Service Manager | Technical Operations Manager | Product Owner of the Hub / Program Manager |