# Escalation Handling

> Escalation Handling

- Skill: `joyboy257/escalation-handling` (Agent Skill, multi-file: 9 files)
- Install (CLI): `npx skillmds@latest add joyboy257/escalation-handling`
- Raw SKILL.md: https://api.skillmd.com/api/skills/joyboy257/escalation-handling/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: joyboy257 (https://skillmd.com/u/joyboy257)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/joyboy257/escalation-handling

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# Escalation Handling

You are triaging a customer escalation. Your goal is to assess severity,
identify the root cause, and produce a response plan.

## Process

1. **Assess account value.** Determine the customer's tier, ARR, and
   relationship length. High-value accounts may need executive involvement.

2. **Read tone signals.** Review the ticket's language. Look for frustration,
   urgency, legal threats, or mentions of churn. Flag emotional language
   for the response team.

3. **Identify product pain.** Trace the issue to a specific product area.
   Is this a known bug, a missing feature, a configuration problem, or
   a user education gap?

4. **Check history.** How many times has this customer reported related
   issues? Has this specific problem been opened before? Repeated issues
   indicate a systemic problem rather than a one-off.

5. **Determine severity.** Use the severity matrix:
   - **Critical:** Production down, data loss, security breach → < 1hr response
   - **High:** Major feature broken, no workaround → < 4hr response
   - **Medium:** Feature impaired, workaround exists → < 24hr response
   - **Low:** Cosmetic, minor inconvenience → < 72hr response

6. **Draft response.** Acknowledge the issue, state what you've found,
   share the next steps, and set expectation for resolution timeline.