Develop a process for problem escalation consistent with your organizational policies, expected project requirements, and your project infrastructure. Identify when the process is to be used, expectations for timing, and who is responsible for responding to escalation requests. Document the process in clear language.
Get explicit commitment for the process during project initiation from the project sponsor, key stakeholders, and any others who may be involved in escalation responses. Reconfirm commitment to the process periodically during project reviews.