# 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.

**Support chain for incidents**
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