Escalation Levels

Understanding the escalation hierarchy.

Level Overview

Level	Role	Handles
L1	Support Agent	Standard inquiries, basic troubleshooting
L2	Senior Support	Complex technical, extended issues
CIO	Chief Information Officer	Compliance, large financials, sensitive
CEO	Chief Executive Officer	Major approvals, USDT, large CSR

L1 - Support Agent

Responsibilities

• First response to all tickets
• Standard account questions
• Basic KYC guidance
• Deposit/withdrawal status checks
• Simple troubleshooting

Authority

Can Do	Cannot Do
Answer FAQs	Approve large withdrawals
Guide through processes	Override compliance holds
Check transaction status	Make exceptions to policy
Reset basic account issues	Access financial approvals

Resolution Target

• 80% of issues resolved at L1
• Response within 24 hours
• Resolution within 48 hours

L2 - Senior Support

Responsibilities

• Complex technical issues
• Multi-touch issues (3+ contacts)
• Account recovery
• Detailed transaction research
• Policy clarification

Authority

Can Do	Cannot Do
Deep investigation	CEO-level approvals
Account adjustments	Compliance decisions
Extended troubleshooting	Legal responses
Escalate to CIO	Termination reversals

Resolution Target

• Resolution within 72 hours
• Clear escalation or resolution

CIO Level

Handles

• Compliance concerns
• Large financial matters
• Termination appeals
• Legal/regulatory contacts
• Sensitive situations

Authority

Can Do	Cannot Do
Compliance decisions	Certain CEO approvals
Termination reviews	USDT withdrawals alone
Policy exceptions	Regulatory responses (legal)
Financial approvals under 300K	CSR withdrawals ≥300K alone

CEO Level

Handles

• CSR withdrawals ≥300,000
• USDT withdrawals (with CIO)
• Major policy exceptions
• Critical business decisions

Approval Matrix

Transaction	Approver
CSR under 300K	Standard process
CSR ≥ 300K	CEO required
USDT (any amount)	CEO + CIO required