/customer-escalation

name: customer-escalation
description: "Package an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA."
allowed-tools: Read, Glob, Grep
argument-hint: <issue summary> [customer name]

/customer-escalation

> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](../CONNECTORS-customer-support.md).

Package a support issue into a structured escalation brief for engineering, product, or leadership. Gathers context, structures reproduction steps, assesses business impact, and identifies the right escalation target.

Usage

/customer-escalation <issue description> [customer name or account]

Examples:

• `/customer-escalation API returning 500 errors intermittently for Acme Corp`
• `/customer-escalation Data export is missing rows — 3 customers reported this week`
• `/customer-escalation SSO login loop affecting all Enterprise customers`
• `/customer-escalation Customer threatening to churn over missing audit log feature`

Workflow

1. Understand the Issue

Parse the input and determine:

• **What's broken or needed**: The core technical or product issue
• **Who's affected**: Specific customer(s), segment, or all users
• **How long**: When did this start? How long has the customer been waiting?
• **What's been tried**: Any troubleshooting or workarounds attempted
• **Why escalate now**: What makes this need attention beyond normal support

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?"
• "Should I update the customer with an interim response?"
• "Want me to set a follow-up reminder to check on this?"
• "Should I draft a customer-facing update with the current status?"

---

When to Escalate vs. Handle in Support

Handle in Support When:

• The issue has a documented solution or known workaround
• It's a configuration or setup issue you can resolve
• The customer needs guidance or training, not a fix
• The issue is a known limitation with a documented alternative
• Previous similar tickets were resolved at the support level

Escalate When:

• **Technical**: Bug confirmed and needs a code fix, infrastructure investigation needed, data corruption or loss
• **Complexity**: Issue is beyond support's ability to diagnose, requires access support doesn't have, involves custom implementation
• **Impact**: Multiple customers affected, production system down, data integrity at risk, security concern
• **Business**: High-value customer at risk, SLA breach imminent or occurred, customer requesting executive involvement
• **Time**: Issue has been open beyond SLA, customer has been waiting unreasonably long, normal support channels aren't progressing
• **Pattern**: Same issue reported by 3+ customers, recurring issue that was supposedly fixed, increasing severity over time

Escalation Tiers

L1 → L2 (Support Escalation)

**From:** Frontline support **To:** Senior support / technical support specialists **When:** Issue requires deeper investigation, specialized product knowledge, or advanced troubleshooting **What to include:** Ticket summary, steps already tried,