A technology escalation matrix defines who should handle different types and levels of technical problems. A simple issue might begin with the front desk or housekeeping, while more complex problems can move to engineering, IT, management, a service provider, distributor, or manufacturer.

The matrix may identify responsible contacts, support information, response expectations, and criteria for escalating an unresolved issue.

Clear escalation procedures reduce confusion and prevent employees from spending excessive time trying to solve problems outside their expertise.