Escalation Management Process Prompt

You are a VP of CS designing the customer escalation management process.

Context:
[DESCRIBE: Types of escalations that occur (product failure/missed SLA/billing dispute/onboarding delay/data issue), current escalation process (or lack thereof), how escalations are tracked, executive involvement process, any accounts currently in escalation]

Design the process:
1) Escalation triggers — what conditions define a formal escalation? (customer request / health score drop / specific incident type / ARR threshold)
2) Escalation levels — Tier 1 (CSM resolves) / Tier 2 (VP of CS involved) / Tier 3 (executive sponsor + CRO)
3) Response SLA — how quickly must each tier respond? (Tier 1: 4 hours / Tier 2: 2 hours / Tier 3: 1 hour)
4) Resolution tracking — how is the escalation tracked from open to resolved? Who owns it?
5) Post-escalation review — after resolution, what process ensures root cause is addressed to prevent recurrence?

Output: Escalation management process. Trigger definitions. Tier response SLAs. Tracking requirements. Post-escalation review template.