---
title: "Escalation Matrices"
slug: "incident-other-escalation-matrices"
tags: ["Escalation Matrices", "Service Management", "Incident Management"]
updated: 2025-02-18T04:08:56Z
published: 2025-02-18T04:08:56Z
canonical: "help.symphonysummitai.com/incident-other-escalation-matrices"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Escalation Matrices

**Escalation** **Matrices** are used to make sure that events are dealt with quickly and efficiently and that the right resources and expertise are used to resolve them.

When a situation or issue cannot be resolved at the current level, it is necessary to Escalate it to a higher level of authority or competence. It ensures that critical issues receive timely attention and are addressed by the right personnel.

Let's explore the following use-case.  

| **Use Case****User Persona: Administrator** | **Solution** |
| --- | --- |
| NovaTech is a large e-commerce company that operates a shopping platform with a dedicated customer support team. They have received a customer query regarding an issue with their online order. | To resolve this, the Administrator would first assign the incident to the Level 1 support team who would troubleshoot it based on their training and knowledge base. They will then raise it to the Level 2 support team with further expertise. They review the incident and perform advanced troubleshooting methods. Since the issue involves a technical glitch, the Level 2 team will then escalate to the Development Team to identify the root cause or work on implementing a fix or deploying a patch to resolve the problem. |

### Configure Escalation Matrices

To configure an **Escalation Matrices**, perform the following steps:

1. Click **Service Management**.
2. Click **Settings** > **Design Studio**.  
![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1714476863697.png)Figure: Select Design Studio
3. Navigate to **Design Studio** > **Module** > **Configuration** > **Others** > **Escalation Matrices**. The admin can view the list of all configured Escalation Matrices items. To learn more about managing the list page navigate to [Manage Escalation Matrices](https://help.symphonysummitai.com/summit-platform/docs/manage-escalation-matrices).

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1716361774198.png)Figure: Escalation Matrices

4. Click **New** on the right side of the page. The following page is displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1709462778136.png)

Figure: Escalation New

| Field | Description |
| --- | --- |
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| **Criteria** |  |
| Workgroup | Choose the Workgroup as per the Escalation requirement. For example, Level 1 Helpdesk etc. |
| Location | Specify the Location as per the Workgroup configuration. |
| Customer | Select the Customer for whom the Escalation has been assigned. |
| Priority | Set the Priority for the Escalation type. For example, P1, P2 et |
| **SLA Settings** |  |
| SLA Type | Choose the SLA Type as per the requirement. For example, Resolution SLA, Response SLA, etc. |
| Mode | Select the mode from the drop-down menu. For example, By SLA%, By Elapsed SLA time. |
| Hours | Choose the Hours as per the specified SLA and priority and impact. |
| Minutes | Choose the Minutes as per the specified SLA and priority and impact. |
| SLA Percentage | Configure the SLA percentage as per the requirements of Escalation. |
| **Recipients** |  |
| Users | Select the users that need to be added to the Escalation. |
| Active | Select the check box to make the Escalation available on the other pages of the application. |

5. Enter all the details and click **Save**.

To "escalate" means to raise or elevate an issue, concern, or problem to a higher level of authority or priority.