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Contacts - Escalation

Internal escalation paths for support team.

Escalation Hierarchy​

Escalation Contacts​

L2 - Senior Support​

  • When — Complex issues, 72+ hours unresolved
  • Method — Internal ticket escalation
  • Queue — L2 Support Queue

CIO​

  • When — Compliance, large financial, sensitive
  • Method — Email with [CIO Review] subject
  • Response — 2 business days (standard)
  • Urgent — Direct contact + email

CEO​

  • 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​

  • Issue > 72 hours unresolved — Escalate
  • Technical complexity — Escalate
  • Customer requested — Consider
  • Multiple contacts (3+) — Escalate

CIO​

  • 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)​

  • CSR ≥ 300,000 — CIO routes to CEO
  • USDT (any amount) — CEO + CIO approval
  • Major policy exception — CIO routes to CEO

Escalation Process​

To L2​

  1. Update ticket with full details
  2. Change status to "Escalated - L2"
  3. Add internal note
  4. L2 picks up from queue

To CIO​

  1. Prepare summary document
  2. Email: [CIO Review] Brief description
  3. Include: ticket ref, summary, reason, recommendation
  4. Update ticket status

For CEO Items​

  1. Complete CIO escalation
  2. CIO evaluates and prepares
  3. CIO routes to CEO if needed
  4. CIO communicates decision back

Emergency Contacts​

Critical Situations Only​

  • Data breach — CIO immediate
  • Legal service — CIO immediate
  • Regulatory action — CIO immediate
  • System down — Tech + CIO

Out of Hours​

  • Can wait — Next business day
  • Cannot wait — Emergency protocol

Documentation Required​

For all escalations, include:

  • Ticket/Case ID — Required
  • Customer ID — Required
  • Issue summary — Required
  • Actions taken — Required
  • Why escalating — Required
  • Amount (if financial) — If applicable
  • Evidence/screenshots — If applicable