Out-of-hours vendor escalation drill
What does the provider actually do when called at three in the morning?
Method
- Agree the drill with the vendor relationship owner but not with the responding team.
- Raise a realistic scenario through the contracted out-of-hours path.
- Record who answered, how long it took, what they were permitted to do, and what waited on your approval.
- Repeat at least annually and after any contract or platform change.
What is measured
- Time to human response
- Time to first action
- Actions requiring client approval
Limits
A cooperative drill. A real event may coincide with incidents at their other clients.