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Escalation Guides

When and how to escalate customer issues to ensure timely resolution.

Who this is for

Support Admin

Escalation tiers

Tier Handles Response
L1 — Support General questions, how-to, common issues 4 hours
L2 — Technical Support Complex bugs, API issues, integration failures 1 hour
L3 — Engineering Defects requiring code changes, performance issues 4 hours
L4 — Engineering Lead Critical outages, security incidents, data loss 1 hour

When to escalate

Escalate to L2 immediately

  • Issue affects multiple users in the same tenant
  • API returning 500 errors consistently
  • Integration sync failing for >24 hours
  • User cannot access platform due to auth issues

Escalate to L3 immediately

  • Confirmed bug with no workaround
  • Performance degradation affecting workflows
  • Data inconsistency requiring investigation
  • Security concern (not active breach)

Escalate to L4 immediately

  • Complete platform outage
  • Suspected security breach
  • Data loss or corruption
  • Compliance violation

Escalation process

  1. Document the issue with all relevant details (tenant, user, timestamps, errors).
  2. Attempt resolution at current tier using runbooks.
  3. Escalate via the internal ticket system with severity label.
  4. Notify the customer of escalation and expected timeline.
  5. Track progress and communicate updates every 2 hours for P1/P2.

Handoff checklist

When escalating, include:

  • Customer name and tenant ID
  • Issue summary and business impact
  • Steps already attempted
  • Relevant logs, screenshots, or request IDs
  • Severity classification
  • Customer expectations and timeline