Download the Quick Reference Card from The IT Escalation Playbook

The companion to The IT Escalation Playbook by Sanjay Verma — twenty years in enterprise IT support across fintech, fund administration, and SaaS environments.
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The Quick Reference Card is a single printable page consolidating the four core escalation principles, the tier matrix, the first-five-minutes checklist, and the 25 phrases that escalate situations. Subscribers also receive the monthly Escalation Insights newsletter — one case study, one communication insight, and one lesson each month.

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    About the Author

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    Sanjay Verma has spent more than two decades in enterprise IT support — handling everything from routine helpdesk tickets to board-level escalations across fintech, fund administration, SaaS, and regulated enterprise environments.

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    The IT Escalation Playbook distils that experience into a practical desk reference for support teams under pressure.

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    ​Click to get a copy on Amazon.​

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    Submit a Scenario

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    Submit a Scenario by emailing scenarios@authorsanjay.com with a brief description of the situation.

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    Selected scenarios are addressed publicly in the monthly newsletter, fully anonymised. Submissions cannot be answered individually. By submitting, you agree that your scenario may be edited and used in future newsletters or books, with all identifying details removed.

    Difficult Clients & Executive Escalations

    What separates teams that keep their clients, from teams that lose them? What do you say when a client copies your CEO?

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    When the SLA is about to breach? When the same issue keeps coming back?

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    These and other high-stakes scenarios are covered in The IT Escalation Playbook.

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    ​Click to get a copy on Amazon.​