🎯 Purpose

In 1-2 sentences, explain the purpose of this document. For example:

This SOP will explain the different pathways for support escalations. By using these pathways, we can ensure our team works efficiently and customers get prompt resolutions.

Escalation pathways

Add your escalation pathways, such as:

👥 Direct team member to Senior Support Rep (Tier 1)

<aside> ⚠️ When to use: Direct team members should escalate to the Senior Support reps in the following situations:

</aside>

• The issue can’t be resolved by the direct team member (requires specialist knowledge or authority beyond the initial rep)
• The issue is taking longer than the standard time of [insert time] to be resolved

👥 Senior Support Rep to Support Manager (Tier 2)

<aside> ⚠️ When to use: Senior Support Reps should escalate to Support Managers in the following situations:

</aside>

• Legal threats from a customer, such as a lawsuit
• Customer requests to speak with a manager; the manager will then review the case and determine the appropriate action
• Customer threatens to report us company to agencies like the FCC
• Customer uses abusive or threatening language
• Requester asks about or serves a subpoena
• Requester is a member of law enforcement

In these situations, sending another message to the customer is unnecessary. Simply reassign the ticket to the Support Leadership group, and they will take over.

👥 Support Manager to Business Owner/CEO (Tier 3)