What is the standard format for an IT escalation procedure?

An IT escalation procedure follows a tiered format: Tier 1 handles common issues with documented resolutions, Tier 2 handles complex technical problems, and Tier 3 involves engineering or vendor support. The standard format includes trigger criteria for each tier, response time SLAs, contact information, required documentation for handoffs, and resolution tracking.

What does each tier cover?

Tier	Who Handles It	Types of Issues	Response Time
Tier 1	Helpdesk / frontline support	Password resets, access requests, known issues with documented fixes	< 1 hour
Tier 2	Senior IT / system admins	Configuration problems, software bugs, network issues	< 4 hours
Tier 3	Engineering / vendor support	Infrastructure failures, security incidents, code-level bugs	< 24 hours (or per SLA)

What should the escalation SOP include?

A complete IT escalation procedure covers seven sections:

1. Trigger criteria — Clear rules for when to escalate: "Escalate to Tier 2 if the issue is not in the known issues database or if the documented fix doesn't resolve it"
2. Escalation path — Who to contact at each tier, including backup contacts
3. Required information — What the escalating person must document before handing off (error messages, steps to reproduce, systems affected)
4. Response time SLAs — Expected acknowledgment and resolution times per tier and severity
5. Communication protocol — How to notify affected users and stakeholders during outages
6. Resolution documentation — How to log the fix so it becomes a Tier 1 solution for next time
7. Post-incident review — When and how to conduct a review for recurring or severe issues

Glyde helps IT teams document the step-by-step resolution for common Tier 1 issues, creating SOPs that include screenshots of the actual interface. This reduces escalations by making Tier 1 fixes self-serve for the next occurrence.

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This answer is part of our guide to standard operating procedures.