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Escalation Matrix
Escalation flow
Level 1 — Support / Support analyst
↓ (no resolution within 30min for P1/P2)
Level 2 — System specialist / Responsible squad
↓ (no resolution within 1h for P1)
Level 3 — Solutions architect / Technical leadership
↓ (confirmed business impact)
Level 4 — CTO / CDO + business stakeholders
Contacts by system
| System | L2 Specialist | Contact | Squad |
|---|---|---|---|
| BigQuery / Data Lake | (fill in) | (fill in) | Data Squad |
| TOTVS Fluig | (fill in) | (fill in) | Automation Squad |
| ServiceNow | (fill in) | (fill in) | Corporate Squad |
| UIPath | (fill in) | (fill in) | Automation Squad |
| N8N | (fill in) | (fill in) | Automation Squad |
| Entra ID / Azure | (fill in) | (fill in) | Infra Squad |
| GCP / Airflow | (fill in) | (fill in) | Data Squad |
Critical incident channel
- Teams: tech-incidents
- P1 war room: (fixed Teams meeting link)