The Support Escalation Ladder
Design a technical support escalation ladder
design a technical support escalation ladderdev tools / apitool-agnosticsupportescalationengineeringprocessapiintermediate
Entry PT-0263 · full text · stolen 0 timesReceived
Technical support escalations are chaos: [TICKET VOLUME, CURRENT TIERS, WHAT GETS ESCALATED AND WHY, ENGINEERING TIME EATEN BY SUPPORT, WORST RECENT ESCALATION]. Build the ladder: the triage questions that sort 'known issue' from 'new bug' from 'customer configuration', the SLA per tier that support can promise and engineering can keep, the escalation packet template so engineers get repro steps instead of screenshots of screenshots, the no-escalation-wednesdays-type focus protection, and the loop-back rule: every escalation closes with a doc or a macro.
Inputs needed
- ■Volume, tiers, escalation causes, eng time cost
What good output looks like
Triage sort; honest tier SLAs; repro-first escalation packet; close-the-loop rule
The stream (0)
Reading the room…