Escalation

When and how to escalate issues beyond standard support.

In This Section

Topic	Description
When to Escalate	Triggers for escalation
Escalation Levels	L1, L2, CIO, CEO
How to Escalate	Process and documentation
CIO Involvement	When CIO must be involved
CEO Involvement	CEO approval situations
Dispute Resolution	Formal dispute process

Escalation Quick Reference

flowchart TD
    A[Issue Received] --> B{Can L1 Resolve?}
    B -->|Yes| C[Resolve at L1]
    B -->|No| D{Financial > 300K CSR?}
    D -->|Yes| E[Escalate to CIO]
    D -->|No| F{Complex/Sensitive?}
    F -->|Yes| G[Escalate to L2]
    F -->|No| H[Research & Resolve]
    E --> I{USDT or >300K?}
    I -->|USDT| J[CEO + CIO Approval]
    I -->|CSR >300K| K[CEO Approval]

Key Principles

Principle	Description
Timely escalation	Don't hold issues that need escalation
Document everything	Clear notes for handoff
Follow the chain	Don't skip levels unnecessarily
Protect the customer	Escalate when in doubt

Common Escalation Scenarios

Scenario	Escalate To
Standard support question	L1 handles
Technical issue beyond L1	L2
Compliance concern	CIO
Large withdrawal (≥300K CSR)	CEO
USDT withdrawal	CEO + CIO
Legal threat	CIO → Legal
Termination appeal	CIO