Design Pattern · 2026-09-15
Escalation paths decay quietly
Contacts leave, numbers change, portals replace phone trees, and contracts renew with different terms. An untested escalation path is an assumption with a date on it.
Under the pillar Vendor and supply-chain resilience
The pattern
Exercise the out-of-hours path with each critical vendor on a schedule, record who answered and how long it took, and treat an untested path as unknown. The test costs a phone call.
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