Delivery · Escalation framework

Escalation Guide

Three levels — P1 Critical, P2 High, P3 Medium. Each level defines triggers, response SLA, escalation path (CS → CS Lead → VP → CXO), auto-trigger conditions, and resolution expectations.

Auto-trigger rules promote a customer to the appropriate level without manual intervention. Resolution expectations are the bar for closure, not the target.
Level
P1 · Critical
Acknowledge in 15 min
Trigger Conditions
  • Production-down or business stoppage (disbursement halted, LMS unable to post)
  • Regulatory submission at risk within 24 hours
  • Data integrity or security incident affecting live transactions
  • CXO or board-level customer escalation
Auto-Trigger Conditions
  • Any P0/P1 ticket open >4 hours without engineering acknowledgement
  • CSAT below 3.0 reported via support survey
  • Customer email containing 'escalation', 'terminate', or 'legal' to leadership
  • Two consecutive missed SLA windows on the same incident
Response SLA

Acknowledge in 15 min · Engineering on call in 30 min · Customer update every 2 hours

Escalation Path
  1. CS Manager
  2. CS Lead (T+30 min)
  3. VP CS + VP Engineering (T+2 hr)
  4. CXO (T+4 hr if unresolved)
Resolution Expectations
  • Workaround or stabilisation within 8 working hours
  • Written RCA shared within 48 hours with named owner
  • Daily exec update until full resolution
  • 30-day post-incident review with prevention plan
Level
P2 · High
Acknowledge in 1 hour
Trigger Conditions
  • Major feature degraded but business not stopped
  • Repeated tickets in same category within 14 days
  • Champion / IT head expressing dissatisfaction in writing
  • Renewal <120 days with one open functional risk
Auto-Trigger Conditions
  • Three or more P2 tickets open simultaneously for one customer
  • Adoption drop >25% week-on-week on a live module
  • Champion does not respond to scheduled connect for 14 days
Response SLA

Acknowledge in 1 hour · Action plan in 1 business day · Update every 24 hours

Escalation Path
  1. CS Manager
  2. CS Lead (T+1 business day)
  3. VP CS (T+3 business days if no resolution path)
Resolution Expectations
  • Fix or mitigation within 5 business days
  • Action tracker shared with customer; reviewed weekly
  • Status moved back to BAU only after two consecutive clean weeks
Level
P3 · Medium
Acknowledge in 1 business day
Trigger Conditions
  • Functional gap with available workaround
  • Configuration / training request with timeline expectation
  • Reporting or non-critical UX feedback raised by users
Auto-Trigger Conditions
  • Item open >21 days without status change
  • Customer raises the same P3 twice in 30 days (auto-upgrade to P2)
Response SLA

Acknowledge in 1 business day · Plan within 3 business days · Weekly status

Escalation Path
  1. CS Manager
  2. CS Lead notified at weekly review (no auto page-out)
Resolution Expectations
  • Closure within 15 business days or moved to product backlog with customer-visible ETA
  • Documented in monthly business review