Critical Incidents

Response: 15 minutes | Resolution: 4 hours

High Priority

Response: 1 hour | Resolution: 8 hours

Medium Priority

Response: 4 hours | Resolution: 24 hours

L1 → L2 Escalation

After 2 hours or complexity threshold

L2 → L3 Escalation

After 4 hours or specialized expertise needed

Management Escalation

SLA breach or critical business impact