After-hours escalation matrix in documentation
Overview
3 AM page should not hit random on-call if issue is non-critical—matrix clarifies.
Contents
Severity definitions, customer tier mapping, vendor TAM numbers, alternate contacts if primary drunk-test fails quarterly.
Storage
Mobile-friendly PDF + PSA attachment on every account.
Updates
HR-driven refresh when shifts rotate; versioned date header.
Test
Quarterly page simulation—not midnight—but verify voice mail loops work.
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