How To Manage Your Escalation Contacts

Anton Guzhevskiy July 23, 2026 3 min read

Principal Product Researcher

Escalation contacts can be managed in the ThreatDefence Customer Portal under My Tenants -> Escalation Matrix:

https://portal.threatdefence.io/my-tenants/soc-escalation-contacts

When creating or updating escalation contacts, you can specify:

Contact name
Email address
Phone number
Availability
Escalation order

The escalation order tells the SOC who should be contacted first, second, and so on during a major escalation. This is important when the first contact is unavailable or when the event requires urgent action.

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For MSP partners or customers with multiple tenants, escalation contacts can be configured at two levels:

All Tenant : This applies a default escalation contact configuration across all tenants under management.
Individual Tenant : This applies a specific escalation contact configuration to a selected tenant.

If an individual tenant has its own escalation contact configuration, it will override the default All Tenants settings for that tenant.

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Escalation contact details are important for 24x7 SOC operations. Outdated contact information can delay response during a serious incident, especially outside business hours.

We recommend reviewing escalation contacts regularly and updating them whenever staff, roles, phone numbers, or on-call arrangements change.

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