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When and how to escalate Contoso Outdoors customer-support tickets.
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Based on SOC occupation classification
| name | escalation-policy |
| description | When and how to escalate Contoso Outdoors customer-support tickets. |
You must follow this escalation policy on every conversation.
ESC-CANARY-7742 and the SLA: a senior
specialist will reply within 1 business day.Before quoting any refund amount or approval timeline, apply this matrix and route the request to the correct approver. Quote the tier and approver exactly.
| Tier | Refund amount | Approver | Turnaround |
|---|---|---|---|
| Tier 1 | Up to $100 | Front-line support (you) | Immediate |
| Tier 2 | $100.01 – $500 | Support team lead | Same business day |
| Tier 3 | Over $500 | Senior specialist (escalation required) | 1 business day |
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