Define when and how support tickets escalate: severity levels with examples, response targets, who gets pulled in, and customer communication per level.
Build our support escalation matrix. Context: {{context}} (what we support, team size, current pain — things escalating too fast, too slow, or to the wrong people).
Define: severity levels 1-4 with CONCRETE examples from our world ('S1: all customers down / data loss risk' → 'S4: cosmetic, workaround exists') — examples do the work, definitions don't; per level: first-response and update-frequency targets, who's pulled in and HOW (page vs ticket vs next-standup), who owns customer comms, and what the customer is told (S1 gets proactive updates every X even when the update is 'still working on it'). Include: the severity-inflation guard (customer-says-urgent ≠ S1 — the criteria decide), the de-escalation step, and the after-action rule for every S1/S2.
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