> For the complete documentation index, see [llms.txt](https://cortex-docs.paloaltonetworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cortex-docs.paloaltonetworks.com/cortex-xsiam/configure-cortex-xsiam/managed-services-configuration-in-cortex/manage-escalation-contacts.md).

# Manage escalation contacts

Manage Unit 42 Managed Services escalation contacts for Cortex XSIAM cases and response actions requiring approval.

Maintain the list of escalation contacts that the Unit 42 Managed Services team contacts during a case or when an action set to **Inform** requires approval.

Escalation contacts are sorted by creation date. During a case, the Managed Services team attempts to contact the listed escalation contacts in the order provided. If a contact does not respond, the team proceeds to the next contact in the list.

### **Add an escalation contact**

1. Open the **Managed Services** configuration page and select the **Escalation contacts** tab.
2. Select **Add**. The **Add Contact** dialog opens with the **Contact Details** section and required fields.

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><h3>Note</h3><p>All fields are mandatory.</p></div>

   | Field        | Description                                       |
   | ------------ | ------------------------------------------------- |
   | Contact name | Enter first and last name (both are required).    |
   | Role         | Add the role as defined by the organization.      |
   | Email        | Add email address.                                |
   | Phone number | Add contact phone number, including country code. |
3. Click **Add** to save the contact details.
4. Right-click on the contact to edit, delete, or copy.


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