Checklist

Support Escalation Process Checklist

Manage escalation clearly when support issues need more attention — so nothing stalls.

Summary

Escalation only works if the path is named, the trigger is clear, and the receiving owner has authority to act.

Define escalation triggers

Priority 1 ticket open > 2 hours
SLA clock at 75% with no resolution
Customer explicitly requests escalation
Refund / compensation request above agent authority
Legal or media-related threat
VIP / key account issue
Repeat issue on same account

Define escalation receivers

L1 → team lead (day-to-day)
L2 → support manager
L3 → head of customer / owner
Emergency / legal → designated named owner, 24/7 contact

Define what gets passed on escalation

Ticket ID and summary
What's been tried
Customer sentiment
Business context (VIP, contract size)
Suggested action
Urgency level

Receiver's checklist

Acknowledge receipt within 15 min
Respond to customer within target
Log decision + reason in ticket
Close the loop with escalator

Common mistakes

Escalate without context — receiver has to re-investigate
No defined trigger — agents escalate inconsistently
Escalation receiver unavailable and no backup
No feedback to escalator — same issue escalates repeatedly

Frequently asked questions

Can customers self-escalate?

Yes — make it explicit. "If this is urgent or not being resolved, reply with ESCALATE and this goes to our manager."

Next step

Keep exploring related resources to strengthen this area of the business.

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