Use the "When to Escalate vs. Handle in Support" criteria below to confirm this warrants escalation.

2. Gather Context

Pull together relevant information from available sources:

• ~~support platform: Related tickets, timeline of communications, previous troubleshooting
• ~~CRM (if connected): Account details, key contacts, previous escalations
• ~~chat: Internal discussions about this issue, similar reports from other customers
• ~~project tracker (if connected): Related bug reports or feature requests, engineering status
• ~~knowledge base: Known issues or workarounds, relevant documentation

3. Assess Business Impact

Using the impact dimensions below, quantify:

• Breadth: How many customers/users affected? Growing?
• Depth: Blocked vs. inconvenienced?
• Duration: How long has this been going on?
• Revenue: ARR at risk? Pending deals affected?
• Time pressure: Hard deadline?

4. Determine Escalation Target

Using the escalation tiers below, identify the right target: L2 Support, Engineering, Product, Security, or Leadership.

5. Structure Reproduction Steps (for bugs)

If the issue is a bug, follow the reproduction step best practices below to document clear repro steps with environment details and evidence.

6. Generate Escalation Brief

## ESCALATION: [One-line summary]

**Severity:** [Critical / High / Medium]
**Target team:** [Engineering / Product / Security / Leadership]
**Reported by:** [Your name/team]
**Date:** [Today's date]

### Impact
- **Customers affected:** [Who and how many]
- **Workflow impact:** [What they can't do]
- **Revenue at risk:** [If applicable]
- **Time in queue:** [How long this has been an issue]

### Issue Description
[Clear, concise description of the problem — 3-5 sentences]

### What's Been Tried
1. [Troubleshooting step and result]
2. [Troubleshooting step and result]
3. [Troubleshooting step and result]

### Reproduction Steps
[If applicable — follow the format below]
1. [Step]
2. [Step]
3. [Step]
Expected: [X]
Actual: [Y]
Environment: [Details]

### Customer Communication
- **Last update to customer:** [Date and what was communicated]
- **Customer expectation:** [What they're expecting and by when]
- **Escalation risk:** [Will they escalate further if not resolved by X?]

### What's Needed
- [Specific ask — "investigate root cause", "prioritize fix",
  "make product decision on X", "approve exception for Y"]
- **Deadline:** [When this needs resolution or an update]

### Supporting Context
- [Related tickets or links]
- [Internal discussion threads]
- [Documentation or logs]

7. Offer Next Steps

After generating the escalation:

• "Want me to post this in a ~~chat channel for the target team?"

…

customer-research

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