Escalation Pack

Escalation Pack

Core Workflow

1. Identify why escalation is needed and what decision or action is requested.
2. Summarize the customer impact, severity, affected product area, environment, timeline, and current status.
3. Collect evidence: reproduction steps, observed results, expected results, redacted logs, sanitized screenshots, account context, related tickets, and prior attempts.
4. State what support has already tried and what remains unknown.
5. Route to the correct owner using escalation rules when available.
6. Draft a concise internal handoff and a separate customer update if requested.

Safety Rules

• Do not expose internal escalation notes to the customer unless rewritten for customer-facing use.
• Do not assign severity as final when policy evidence is missing.
• Do not promise a fix, credit, refund, workaround, or timeline without owner approval.
• Do not include secrets, tokens, passwords, full payment data, or unnecessary customer personal data in escalation notes.
• Escalate immediately for security, privacy, data loss, broad outage, payment, legal, or executive-account risk.

Deliverable Shape

For escalations, provide:

• Escalation reason
• Severity and customer impact
• Requested owner and decision
• Evidence package
• Steps already tried
• Unknowns and blockers
• Suggested internal handoff
• Optional customer update draft

References

• Read references/escalation-pack-checklist.md when preparing support, engineering, billing, security, legal, or leadership escalations.