Status: Unreviewed
Contacts - Escalation
Internal escalation paths for support team.
Escalation Hierarchy
flowchart TD
A[L1 Support] --> B[L2 Senior Support]
B --> C[CIO]
C --> D[CEO]
Escalation Contacts
L2 - Senior Support
| Item | Details |
|---|---|
| When | Complex issues, 72+ hours unresolved |
| Method | Internal ticket escalation |
| Queue | L2 Support Queue |
CIO
| Item | Details |
|---|---|
| When | Compliance, large financial, sensitive |
| Method | Email with [CIO Review] subject |
| Response | 2 business days (standard) |
| Urgent | Direct contact + email |
CEO
| Item | Details |
|---|---|
| When | ≥300K CSR, USDT, major policy |
| Method | Via CIO only |
| Note | Support does not contact CEO directly |
When to Use Each Level
L2 Senior Support
| Trigger | Action |
|---|---|
| Issue > 72 hours unresolved | Escalate |
| Technical complexity | Escalate |
| Customer requested | Consider |
| Multiple contacts (3+) | Escalate |
CIO
| Trigger | Action |
|---|---|
| Legal threat | Immediate |
| Regulatory inquiry | Immediate |
| Media contact | Immediate |
| Suspected fraud | Immediate |
| Disputed amount > €5K | Escalate |
| Termination appeal | Escalate |
| USDT withdrawal | Escalate |
CEO (via CIO)
| Trigger | Action |
|---|---|
| CSR ≥ 300,000 | CIO routes to CEO |
| USDT (any amount) | CEO + CIO approval |
| Major policy exception | CIO routes to CEO |
Escalation Process
To L2
- Update ticket with full details
- Change status to "Escalated - L2"
- Add internal note
- L2 picks up from queue
To CIO
- Prepare summary document
- Email:
[CIO Review] Brief description - Include: ticket ref, summary, reason, recommendation
- Update ticket status
For CEO Items
- Complete CIO escalation
- CIO evaluates and prepares
- CIO routes to CEO if needed
- CIO communicates decision back
Emergency Contacts
Critical Situations Only
| Situation | Action |
|---|---|
| Data breach | CIO immediate |
| Legal service | CIO immediate |
| Regulatory action | CIO immediate |
| System down | Tech + CIO |
Out of Hours
| Urgency | Action |
|---|---|
| Can wait | Next business day |
| Cannot wait | Emergency protocol |
Documentation Required
For all escalations, include:
| Item | Required |
|---|---|
| Ticket/Case ID | Yes |
| Customer ID | Yes |
| Issue summary | Yes |
| Actions taken | Yes |
| Why escalating | Yes |
| Amount (if financial) | If applicable |
| Evidence/screenshots | If applicable |