Support escalation matrix
Support escalation matrix maps request type to the correct channel and handling timeline. The goal is simple: route correctly once, avoid delays caused by mixed channels and incomplete context.
Routing matrix
| Request type | Trigger example | Route | Handling target |
|---|---|---|---|
| Outage / critical incident | Site is down or critical path fails | Support email with [OUTAGE] subject marker | 7/24 response mode |
| Routine technical request | Non-critical bug or change request | Standard support email thread | Business-hour workflow (UTC+3) |
| Billing dispute | Invoice line or charge conflict | Billing thread with invoice details | Submit within 14 days, response within 3 business days |
| Cancellation request | Stop renewal for subscription service | Support/billing email with account and service details | Processed within 1 business day, effective at period end |
Escalation ladder
- Open one thread with domain, exact issue, and start time.
- For outages, add [OUTAGE] in subject and include visible impact details.
- Attach evidence (screenshots, URL, error text) before requesting escalation.
- If issue is commercial, route to billing path with invoice number.
- Close the same thread with final action note and next steps.
Minimum context
Service reference
Impact statement
Billing precision
Escalation qualityFast handling depends on clean routing and complete first message context. Missing domain/invoice data is the most common delay source.