[TOC]

PM Escalation Tracking Process

ESCALATION TRIGGERS

When a program reaches Red status, the type and severity of escalation should be clearly identified to ensure appropriate response and documentation.

🚨 SEV 1 - CUSTOMER ESCALATION PATH

This enhanced tracking process must be initiated when ANY of the following occurs:

  • Customer formally escalates to account manager, CSM, and/or PS leadership regarding performance of the PS engagement
  • Customer expresses dissatisfaction with project progress, quality, or communication
  • Customer threatens contract cancellation or withholding payment
  • Customer requests executive-level involvement
  • Leadership escalates a Sev 2 to Sev 1 for heightened visibility

Definition: Issues that directly impact customers or have the potential to affect customer experience, revenue, or satisfaction.

PHASE 1: ESCALATION INITIATION (Complete within 24 hours)

Step 1: Create Escalation Framework

  • Create dedicated escalation tracking issue on the customer's collaboration project
  • Assign escalation severity level (Critical, High, Medium) and follow the reporting expectations covered in the TRACKING REQUIREMENTS BY ESCALATION TYPE section below.
  • Document escalation timeline and key milestones
  • Identify DRI (Directly Responsible Individual) for escalation communication
  • If escalation is outside PS scope: Coordinate with account CSM or work with AE to determine CSM

Step 2: Establish Communication Channels

- Begin escalation thread in #ps-project-leadership and pin to channel

  • Ensure progress is also tracked within the internal project & Customer slack channels
  • Include AE, CSM, Direct Manager and Director PS in communication loop
  • Attach escalation tracking document/issue to channel
  • Provide links to all relevant tracking documents and dashboards

Step 3: Set Up Monitoring and Reporting

  • Update portfolio status in Kantata with "path to green"
  • Schedule daily internal escalation check-ins with stakeholders
  • Set escalation review for next Y/R Portfolio call (or arrange immediate sync if critical)
  • Create RACI matrix for escalation resolution activities

PHASE 2: ACTIVE ESCALATION MANAGEMENT (Daily activities)

Step 4: Implement Daily Tracking (Every Day)

  • Morning: Review overnight developments and update status
  • Midday: Conduct internal stakeholder check-in
  • Evening: Update escalation thread in #ps-project-leadership, internal, and Customer Slack channels
  • Document progress in centralized escalation tracking document

Step 5: Manage Requirements and Changes (As needed)

  • Record detailed escalation requirements in centralized location
  • Create requirement validation checklist with sign-off tracking
  • Log any requirement changes with date stamps and approvers
  • Create formal change order and execute the documented approval process
  • Update project artifacts with version control and change history

Step 6: Monitor Resources and Impact (Daily)

  • Track resource assignments and availability in Kantata
  • Monitor individual workload impacts and notify resourcing channel and and PMs if other projects will be impacted
  • Assess budget and timeline impacts from changes
  • Update financial forecasts and communicate impacts to PMO Manager
  • Maintain risk register (RAID) with escalation-related entries

PHASE 3: RESOLUTION TRACKING (Until closure)

Step 7: Track Resolution Progress

  • Create detailed resolution action plan with measurable milestones
  • Define success criteria with completion status tracking
  • Monitor progress against milestones (percentage complete)
    • For example, if it's resource availibility, then the milestone would be "new team member added to project," with composite tasks of:
      • Meet with resourcing team and engineering leader, due tomorrow
      • Identify and assign new team member, due tomorrow
      • Complete internal meeting to detail project scope and escalation scenario, due tomorrow +1
      • Introduce new team member to customer team, due tomorrow +1
  • Log blockers and dependencies preventing progress
  • Document and maintain alternative approaches to resolving the escalated issue, including pros, cons, and additional risks that may be introduced with alternate approaches

Step 8: Escalation Closure and Lessons Learned

  • Document final resolution and obtain customer sign-off
  • Complete lessons learned capture in internal retrospective issue
  • Implement and document process improvements
  • Share learnings with PMO team
  • Update all project artifacts with final changes
  • Complete financial impact reconciliation
  • Remove pin from #ps-project-leadership channel

⚠️ SEV 2 - INTERNAL PROJECT HEALTH PATH

This monitoring process is initiated when ANY of the following occurs:

Project Performance Issues

  • Timeline: Project is >2 weeks behind critical milestones without approved change request
  • Budget: Project is >10% over budget or trending toward significant overrun
  • Scope: Major scope changes that impact timeline/budget by >15%
  • Quality: Deliverables fail acceptance criteria multiple times or have critical defects

Resource/Operational Issues

  • Key team member unavailability threatens project delivery
  • Technical blockers that cannot be resolved within 5 business days
  • Vendor/third-party dependencies causing critical delays
  • Resource conflicts preventing adequate staffing

Communication/Relationship Issues

  • Breakdown in stakeholder communication or decision-making
  • Conflicting requirements from multiple customer stakeholders
  • Legal, compliance, or security issues arise
  • Customer requests escalation due to perceived lack of responsiveness

SEV 2 WORKFLOW

Step 1: Update Project Health in Kantata

  • Update portfolio status to Red with detailed "path to green" explanation
  • Document specific issues, risks, and proposed mitigation strategies
  • Include timeline estimates for resolution
  • Identify resource needs or blockers

Step 2: Attend Y/R/Blocked Portfolio Review Call

  • Present project's current state to PS leadership
  • Discuss mitigation strategies and resource requirements
  • Receive guidance on course correction approaches
  • Leadership Decision Point:
    • Escalate to Sev 1: If customer impact is imminent or significant
    • Remain in Monitoring: Continue Sev 2 process with leadership awareness

Step 3A: If Remaining in Sev 2 Monitoring

  • Continue weekly updates in Kantata with progress toward green
  • Implement agreed-upon course correction strategies
  • Attend subsequent Y/R calls until status improves to Green/Yellow
  • Escalate to Sev 1 if customer impact occurs or situation deteriorates

Step 3B: If Escalated to Sev 1

  • Follow complete Sev 1 Customer Escalation Path process above
  • Maintain all Sev 1 documentation and communication requirements

TRACKING REQUIREMENTS BY ESCALATION TYPE

SEV 1 - DAILY REQUIREMENTS

  • Escalation status update in Slack
  • Progress assessment against milestones
  • Blocker identification and resolution tracking
  • Customer communication (daily or every other day)

SEV 1 - WEEKLY REQUIREMENTS

  • Stakeholder communication summary
  • Budget and timeline impact assessment
  • Resource allocation review in Kantata
  • Risk register (RAID) updates
  • PMO Manager briefing with updated forecasts

SEV 2 - WEEKLY REQUIREMENTS

  • Kantata status update with path to green
  • Y/R Portfolio call attendance and reporting
  • Internal mitigation strategy implementation
  • Resource needs assessment