Know who decides before the first exception arrives.
An exception is not a failure — it is the lane working correctly. What matters is whether everyone already knows who decides, and what happens to the request while they do.
A starting decision-rights table.
| Exception category | Example trigger | Decision owner | What delivery does meanwhile | Where it is recorded |
|---|---|---|---|---|
| Technical risk beyond the agreed method | A change could affect service beyond the documented routine. | Delivery's senior technical owner, or the selling practice if unresolved. | Stops before the risky action; documents the observed state. | Exception note in the request record. |
| Commercial or scope change | The requested work is not in the written catalog for this lane. | Selling practice. | Declines to proceed; frames the request as a decision, not a task. | Exception note, routed to the practice owner. |
| Relationship-sensitive decision | The client is unhappy with an outcome or asking for a concession. | Selling practice. | Documents the interaction; does not improvise a commitment. | Exception note, flagged for relationship follow-up. |
| Security or compliance concern | An action could affect access, data, or a regulatory obligation. | Named security or compliance owner, as agreed between both teams. | Stops at the safest point; escalates immediately rather than waiting for a routine review. | Exception note, prioritized ahead of routine work. |
| Unclear authorization | The requester is not on the authorized list, or their authority is ambiguous. | Selling practice confirms authority. | Does not proceed; asks for confirmation through the agreed channel. | Exception note, held open until confirmed. |
A matrix only works if delivery actually uses it.
- Specific enough to applyWithout a fresh judgment call every time a similar request appears.
- Short enough to rememberDelivery should be able to recall it without searching for the document mid-request.
- Agreed before the first requestNot written after a mistake has already reached a client.
- Reviewed when a category keeps producing disputesA recurring disagreement about ownership is itself a signal the matrix needs revision.
Network changes use this same matrix — see how a firewall or Wi-Fi request should be classified.
See the step-by-step exception procedureAsk these before calling a matrix complete.
- Does every category name a single decision owner?Not a committee, and not "whoever is available."
- Is there a default for requests that do not clearly match a category?Undefined cases should not fall through unnoticed.
- Does delivery know what "stop safely" looks like for each service lane?A category without a safe-stop definition is not finished yet.
- Who updates the matrix when a new kind of exception appears?A matrix that never changes usually means no one is reviewing it.
The matrix does not replace the agreement.
This table is a working reference for how a lane can be designed. Final authority, remedies, and timing belong in the written contract for a specific client group — no response time or resolution promise is made on this page.
Read the scope and SLA mechanicsTurn the matrix into a procedure your team can follow.
Knowing who decides is only useful once delivery also knows the exact steps to take while waiting for that decision.