Support Escalation SOP
Who handles what, when, and how you close the loop
A support escalation system so tickets do not bounce or go quiet.
What you get:
- Severity levels (S1–S4) with examples, response times, and who owns each
- A first-reply script that names the issue, the next step, and the next update time
- An escalation ladder: frontline → specialist → owner, with the exact info that must travel up
- A “customer waiting” timer and what to send at 1 hour, 4 hours, and 1 business day
- A close-the-loop template: cause, fix, what we changed so it does not repeat
How to run it:
1. Tag every ticket with a severity in the first reply. No severity, no work.
2. If the timer trips, escalate with the packet, not a ping.
3. Never close an S1/S2 without a written cause and a change.
Print the severity table next to whoever answers first. That is the whole point.