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When and how to escalate Contoso Outdoors customer-support tickets.
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| 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 |
Resolve missing setup caused by a hardcoded Foundry project endpoint or model in a sample. Use when a sample fails because it uses a placeholder/hardcoded project_endpoint (for example "https://your-project.services.ai.azure.com") or a hardcoded model instead of reading them from the environment.
Step-by-step process for validating a Python Foundry hosted agent sample (under python/samples/04-hosting/foundry-hosted-agents/) end to end — running it locally (native runtime and `azd ai agent run`) and after deploying it to an Azure AI Foundry project with `azd`. Use this when asked to validate a hosted agent sample.
Use when cutting a Python release for the microsoft/agent-framework monorepo. Triggers on "bump py versions", "cut a python release", "prepare release PR for python", "release py packages", "bump python to X.Y.Z", or similar requests to bump Python package versions and prepare a release PR. Handles all four lifecycle tiers (alpha, beta, rc, released) with CHANGELOG-driven selective bumps, floor bound checks, and post-bump validation.