Support escalation and severity matrix
Internal procedure for triaging and escalating customer support cases.
Escalation process
Classify incidents by customer impact. Sev 1 means broad outage or data risk and requires immediate incident-channel escalation. Sev 2 affects a critical workflow with a workaround. Sev 3 is a localized defect or question.
Document reproduction steps, timestamps, account ID, and business impact before handoff.