June 4, 2025

Not every incident should be handled alone

When a security incident strikes, pressure mounts quickly. Teams feel the urgency to contain the threat, restore operations, and reassure stakeholders, often with limited visibility and constrained resources. The instinct is to manage everything in-house.

But not every incident should be handled alone.

There are moments when bringing in outside support isn’t just helpful, it’s critical to the successful closure of the incident. The right incident response (IR) partner can make the difference between swift containment and costly escalation. In this post, we’ll cover how to recognize the signals that it’s time to escalate, what an experienced IR partner brings to your response, and how to put the right support structures in place before an incident forces your hand.

Knowing when to call for backup: a core readiness competency

Even the most capable security teams will face incidents that stretch their limits. Recognizing when to bring in external incident response (IR) support isn’t a sign of failure; it’s a sign of operational maturity.

When to escalate: common triggers

Certain scenarios call for specialized expertise and additional capacity. Common triggers include:

• Ransomware or active data encryption
  When files are being locked and systems taken offline, every second counts. External IR teams can accelerate containment and help minimize long-term damage.
• Regulatory reporting under time pressure
  If you’re facing compliance deadlines but still confirming the facts, outside support can help gather evidence, manage legal risk, and ensure accurate disclosures.
• Limited 24/7 coverage or deep IR expertise
  Not every team is equipped for round-the-clock response, proactive threat hunting, or advanced containment. Delays here can quickly expand the impact.
• Threats to critical systems or business continuity
  Incidents impacting essential applications, infrastructure, or workflows often require outside support to accelerate containment and restore normal operations with minimal disruption.
• Multi-jurisdictional or multi-entity events
  Incidents spanning cloud providers, business units, or global regions require coordinated response efforts that often benefit from external oversight and structure.

These aren’t weaknesses, they reflect the scale and complexity of modern threats. Knowing when to escalate is part of being prepared.

Internal readiness: key questions to ask

Before committing to an in-house-only response, pause and assess:

• Do we have full visibility into the scope and impact of this incident?
• Is our containment strategy validated, and executable, right now?
• Do we have access to legal, communications, compliance, and forensics support?
• Can we sustain this response tempo if the incident escalates?

If any of these give you pause, that’s your signal. The best time to bring in support is before you’re overwhelmed, not after.

What external IR support brings to the table

An experienced incident response partner delivers both structure and speed, with capabilities that fill gaps and reduce risk. These include:

• Rapid scoping and containment guidance
  Early intervention helps limit spread and damage — especially in complex environments.
• Forensically sound investigation practices
  Accurate, defensible evidence handling supports legal, regulatory, and insurance needs.
  Clear escalation paths and internal communication models
  External experts help streamline decisions, reduce internal confusion, and keep stakeholders aligned.
• Credibility with executives and regulators
  When timelines are tight and scrutiny is high, outside experts provide reassurance that the response is in good hands.

Bringing in a partner isn’t about handing over control — it’s about gaining clarity, momentum, and the confidence that your response is both defensible and effective.

Preparing before you’re under pressure

The best time to plan for escalation is long before an incident occurs. That means putting structures in place now, so that you’re not starting from scratch in the heat of an incident. Consider:

• Documenting clear escalation thresholds
  Define what kinds of incidents warrant outside support.
• Aligning internally on escalation authority
  Ensure that everyone knows who can make the call to bring in a partner — and when.
• Clarifying what success looks like
  Establish shared expectations around outcomes, deliverables, and collaboration models when a partner is engaged.
• Pre-negotiating retainers or response SLAs
  Response speed matters — especially when minutes count. A retainer or standing agreement ensures help arrives fast and informed.

Closing thoughts: knowing when to call is part of being ready

Calling for help isn’t a weakness — it’s a sign of operational maturity. Recognizing when your team’s capabilities and resourcing are stretched thin, and when the complexity of an incident demands outside expertise, is essential to minimizing impact and accelerating recovery.

If you’re already asking whether now is the time to escalate — that question alone is worth exploring.

Want to dive deeper into effective response planning? Check out our Incident Response Fundamentals webinar or explore our blog series on building a proactive, resilient IR program.