> For the complete documentation index, see [llms.txt](https://docs.bdb.ai/support-1/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.bdb.ai/support-1/bdb-support/bdb-support-for-e2e-service-built-on-platform/escalation-matrix.md).

# Escalation Matrix

<table><thead><tr><th width="270">For Customer</th><th>For Supplier</th></tr></thead><tbody><tr><td>IT Operations Manager</td><td>Service Operations Manager</td></tr><tr><td>Head IT Service Management</td><td>Relationship Manager</td></tr></tbody></table>

### SOW Change Management

Change requests can be triggered due to significant changes in usage patterns, addition/removal of functionality, increase in user base resulting in a larger number of tickets, etc. These changes to the SOW are affected through an addendum and or part of the quarterly renewal.

#### Various scenarios which could impact the change

* Increase in user base resulting in increased ticket volume which cannot be handled by the current team&#x20;
* New applications which could need different skills and/or projected ticket volume or support hour needs additional team members
* &#x20;New use cases / Dashboards
* Change in the support window