Support Escalation

Determine when and how to escalate support issues. Structure escalation briefs that give receiving teams everything they need to act quickly, and follow escalation through to resolution.

When to Escalate

• Technical: Bug confirmed and needs a code fix, infrastructure investigation, data corruption.
• Complexity: Beyond support's ability to diagnose, requires access support doesn't have.
• Impact: Multiple customers affected, production system down, security concern.
• Business: High-value customer at risk, SLA breach imminent, executive involvement.
• Time: Issue has been open beyond SLA, customer waiting unreasonably long.
• Pattern: Same issue reported by 3+ customers.

Escalation Tiers