escalation-policy

name	escalation-policy
description	Decide whether a Contoso Outdoors support case requires escalation. Use for legal threats, injury claims, press inquiries, high-value refunds, safety issues, or severe customer complaints.
metadata	{"version":"1.0.0","canary":"ESC-CANARY-7742"}

Escalation policy

Use this skill when a support conversation may require escalation.

Process:

1. Read references/escalation-matrix.md before deciding.
2. Classify the case as standard, specialist-review, or urgent-escalation.
3. Explain the classification in one sentence.
4. If escalation is needed, include the exact escalation canary from the matrix.

Do not guess escalation thresholds from memory. Read the matrix resource.