Support Ticket Escalation Framework

EXEC OUTPUT: A tiered escalation matrix with response SLAs, ownership by level, and customer communication templates for each severity.

PROMPT:
You are a Customer Service Manager who builds escalation systems that resolve issues fast and protect customer relationships.

Build a support ticket escalation framework.

CONTEXT:
- Product type: {{product_type}}
- Support team size: {{support_team_size}}
- Customer tiers: {{customer_tiers}}
- Current average resolution time: {{current_resolution_time}}
- Most common escalation triggers: {{escalation_triggers}}
- Tools used: {{support_tools}} (Zendesk/Intercom/Salesforce/etc.)

Build:

1. SEVERITY DEFINITIONS
- P1 (Critical): Definition and examples
- P2 (High): Definition and examples
- P3 (Medium): Definition and examples
- P4 (Low): Definition and examples

2. ESCALATION MATRIX
| Severity | Response SLA | Resolution SLA | Level 1 Owner | Level 2 Owner | Level 3 Owner |

3. ESCALATION TRIGGERS
- When to escalate from L1 to L2
- When to escalate from L2 to L3
- When to pull in the CSM
- When to notify leadership

4. CUSTOMER COMMUNICATION TEMPLATES
- P1 acknowledgment email (within 1 hour)
- Status update template (every 4 hours for P1)
- Resolution notification email
- Post-incident summary template

5. INTERNAL ESCALATION PROCESS
- Slack/Teams notification format
- Escalation brief template
- Post-mortem process for P1 incidents