Escalation Matrix & Lifecycle Flow
SLA & Accountability Engine•CAPARO SPECIAL SERVICES GROUP•4 Severity Tiers Active
Defines accountability, escalation owners, acknowledgement TAT, and resolution SLA timelines across the platform.
SLA Base Date:
CriticalActive
Escalate To
CEO / Board
board@caparo.com
Ack. TAT4 Hours
Resolution TAT5 Working Days
HighActive
Escalate To
HR Head / CFO
hrhead@caparo.com
Ack. TAT24 Hours
Resolution TAT10 Working Days
MediumActive
Escalate To
Dept. Head
depthead@caparo.com
Ack. TAT48 Hours
Resolution TAT15 Working Days
LowActive
Escalate To
Line Manager
manager@caparo.com
Ack. TAT72 Hours
Resolution TAT20 Working Days
1
Active Escalation Matrix Configuration (4 Severity Tiers)
Click any row or the Edit button to customize reviewers, escalation recipients, or SLA hours/days
Scope:
| Severity Tier | Initial Reviewer | Escalate To (Authority) | Ack. TAT | Resolution TAT | Ack. Due (from Base) | Resolution Due (from Base) | Owner Email / Contact | Status | Manage |
|---|---|---|---|---|---|---|---|---|---|
| Critical | Risk Officer | CEO / Board | 4 Hours | 5 Working Days | 12-Oct-2026 | 17-Oct-2026 | board@caparo.com | ||
| High | Risk Officer | HR Head / CFO | 24 Hours | 10 Working Days | 13-Oct-2026 | 22-Oct-2026 | hrhead@caparo.com | ||
| Medium | Risk Officer | Dept. Head | 48 Hours | 15 Working Days | 14-Oct-2026 | 27-Oct-2026 | depthead@caparo.com | ||
| Low | Risk Officer | Line Manager | 72 Hours | 20 Working Days | 15-Oct-2026 | 01-Nov-2026 | manager@caparo.com | ||
| NET SLA SUMMARY | CSSG Risk Officers | Board → Line Manager | 4h – 72h Window | 5d – 20d Window | Base: 2026-10-12 | Auto-Calculated | 4 Routing Channels | 100% Active SLA Rules | |
Standard Operating Workflow
Auto-Reminders & Breach Alerts EnabledComplaint Lifecycle Process Flow (Steps 1 – 6)
Automated routing and SLA tracking from initial Hotline/Email receipt through quarterly client reporting.
STEP 1Receipt
Complaint received via Hotline or Email. Auto-acknowledgement sent. Case ID issued.
STEP 2Assessment
Risk Officer reviews within SLA. Severity rated. Category assigned.
STEP 3Escalation
Complaint routed as per matrix. Acknowledgement tracked.
STEP 4Investigation
Internal owner investigates. CSSG tracks. Reminder triggers on overdue.
STEP 5Resolution
Outcome documented. Reporter notified (if not anon). Case closed.
STEP 6Reporting
Weekly/Fortnightly/Monthly report to client. Quarterly review meeting.