---
title: Default Escalation Settings
slug: neurons-for-itsm/admin-user-help/enu/latest/default-escalation-settings
createdAt: 2026-07-14T19:16:44.122Z
---

This topic lists the default escalation settings (without service level agreements).

- [Default Incident Escalation Schedule](docId\:S2OENgN1a_GeFwSt-3Gz9)
- [Default Task Escalation Schedule](docId\:S2OENgN1a_GeFwSt-3Gz9)

## Default Incident Escalation Schedule

| Condition            | Target Resolution Time | Action                                                                                                                                                                                                                                                                                                                                                                           |
| -------------------- | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Priority 1           | 1 business day         | First escalation after 5 hours and 2 minutes (21%) from the incident creation time.<br />Second escalation after 7 hours and 12 minutes (30%) from the incident creation time.<br />Third escalation after 19 hours and 55 minutes (83%) from the incident creation time.<br />Notification sent to Service Desk Manager when response time is breached.                         |
| Priority 2           | 3 business days        | First escalation after 13 hours and 40 minutes (19%) from the incident creation time.<br />Second escalation after 17 hours and 16 minutes (24%) from the incident creation time.<br />Third escalation after 2 days, 11 hours, and 45 minutes (83%) from the incident creation time.<br />Notification sent to Service Desk Manager when response time is breached.             |
| Priority 3, 4, and 5 | 5 business days        | First escalation after 1 day, 1 hour, and 12 minutes (21%) from the incident creation time.<br />Second escalation after 1 day, 9 hours, and 36 minutes (28%) from the incident creation time.<br />Third escalation after 4 days, 3 hours, and 36 minutes (83%) from the incident creation time.<br />Notification sent to Service Desk Manager when response time is breached. |

## Default Task Escalation Schedule

- The default task response escalation schedule is one day.
- The default task resolution escalation schedules are as follows:

| Condition  | Target Resolution Time | Action                                              |
| ---------- | ---------------------- | --------------------------------------------------- |
| Priority 1 | 4 hours                | First escalation after 2 hours and 36 minutes       |
| Priority 2 | 1 day                  | First escalation after 15 hours and 36 minutes      |
| Priority 3 | 2 days                 | First escalation after 1 day 7 hours and 12 minutes |