Escalation Process

What is an Escalation Process?

An escalation process is a defined procedure for raising unresolved issues, blockers, or disagreements to a higher level of authority when they cannot be resolved at the current level.

When Escalation is Needed

• A critical defect isn't being addressed within an acceptable timeframe.
• There is disagreement over defect severity, priority, or scope.
• A blocker is preventing the team from making progress and needs management intervention.
• Resource or schedule conflicts require decisions beyond the team's authority.

Typical Escalation Path

Issues are usually escalated from the tester to the test lead, then to the project/test manager, and finally to senior management or stakeholders if still unresolved, with each level expected to attempt resolution before passing it further up.

Why It Matters

A clear escalation process ensures critical issues get the attention they need quickly, preventing delays and miscommunication from derailing the project.