Objective
Turn scattered escalation notes into a clear runbook that a new support teammate can follow without guessing who owns what.
1. When to escalate
- Escalate Tier 2 incidents when the ticket blocks customer work or requires engineering review.
- Acknowledge the escalation within 4 hours of ticket creation.
- Log the customer impact, owner, and next checkpoint before handing off.
2. Weekly review checklist
- Review unresolved Tier 2 items every Friday.
- Confirm the current owner and the next action for each open escalation.
- Flag any escalation with no named owner as incomplete.