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Escalation

When and how to escalate issues beyond standard support.

In This Section​

Escalation Quick Reference​

Key Principles​

  • 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​

  • 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