Build escalation decision trees with clear criteria for when and how to escalate customer issues.
## Escalation Decision Matrix Generator Create a comprehensive escalation decision matrix for [COMPANY_NAME]'s support team: **Support Structure:** - Tier 1: [TIER1_DESCRIPTION — frontline agents] - Tier 2: [TIER2_DESCRIPTION — senior specialists] - Tier 3: [TIER3_DESCRIPTION — engineering/management] **Instructions:** 1. Generate a decision matrix with clear IF-THEN rules 2. Include severity classification criteria 3. Define response time SLAs per tier 4. Map issue categories to appropriate tiers **Matrix Format:** | Issue Category | Severity Indicators | Initial Tier | Escalate To | SLA | Auto-Escalate After | |---|---|---|---|---|---| | [CATEGORY] | [INDICATORS] | [TIER] | [NEXT_TIER] | [TIME] | [THRESHOLD] | **Severity Classification:** - **P1 Critical:** Service completely down, data loss, security breach → Tier 3 immediate - **P2 High:** Major feature broken, workaround exists → Tier 2 within 1 hour - **P3 Medium:** Minor feature issue, cosmetic bugs → Tier 1 within 4 hours - **P4 Low:** How-to questions, feature requests → Tier 1 within 24 hours **Escalation Triggers:** - Customer has contacted more than [MAX_CONTACTS] times for same issue - Issue unresolved after [MAX_TIME] at current tier - Customer explicitly requests escalation - VIP/Enterprise customer with active SLA - Legal, compliance, or security implications detected **Output:** Complete matrix with 15-20 common scenarios mapped to escalation paths.
Free to copy and use. Compatible with Claude 4 Opus, GPT-5, Gemini 2.5 Pro.
Define your support tiers in [SUPPORT_TIERS] and escalation criteria in [CRITERIA].
Initial release
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