The Scenario
A South African fintech startup is growing fast. Currently, support agents just ping engineers on Slack when something goes wrong, causing chaos. The Head of Ops wants a formal escalation matrix to handle everything from forgotten passwords to suspected fraud and API outages.
The Brief
Design a comprehensive escalation matrix. Define severity levels, response times (SLAs), and routing paths (who gets pinged when).
Deliverables
- An escalation matrix covering at least 4 severity levels (e.g., Sev1 to Sev4)
- Clear criteria for each severity level (e.g., financial loss, data breach, single-user bug)
- SLAs for First Response and Resolution for each level
- Routing rules: Tier 1 (Support) → Tier 2 (Specialist) → Tier 3 (Engineering/Management)
Submission Guidance
If everything is Sev1, nothing is. Be strict about what actually requires waking an engineer up at 2 AM versus what can wait for business hours.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.