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How to Escalate

Process for escalating issues properly.

Before Escalating​

Complete this checklist:

  • Verified escalation is necessary (see When to Escalate)
  • Gathered all relevant information
  • Documented all previous actions
  • Confirmed customer communication is logged

Required Information​

For All Escalations​

  • Ticket/Case ID — Reference number
  • Customer ID — Account identifier
  • Issue summary — Brief description (1-2 sentences)
  • Timeline — When issue started, contacts made
  • Actions taken — What was already tried
  • Why escalating — Specific trigger

For Financial Escalations​

Also include:

  • Amount — Specific value
  • Currency — CSR, EUR, USDT, CAD
  • Transaction ID(s) — All relevant transactions
  • Current status — Pending, failed, etc.

For Compliance Escalations​

Also include:

  • Violation type — What rule/policy
  • Evidence — Screenshots, logs
  • Risk assessment — Your evaluation

Escalation Steps​

L1 → L2​

  1. Complete pre-escalation checklist
  2. Update ticket with all gathered info
  3. Change ticket status to "Escalated - L2"
  4. Add internal note explaining escalation
  5. Notify L2 queue (if urgent, ping directly)

L2 → CIO​

  1. Confirm CIO-level trigger exists
  2. Prepare summary document
  3. Email CIO with:
    • Subject: [ESCALATION] Brief issue description
    • Ticket reference
    • Summary
    • Recommended action (if any)
  4. Update ticket as "Escalated - CIO"

CIO → CEO​

  1. CIO prepares executive summary
  2. Includes recommendation
  3. Schedules review or sends for approval
  4. Documents decision

Communication During Escalation​

To the Customer​

  • At escalation — "We're escalating this to our senior team for review"
  • During review — Updates every 48 hours
  • At resolution — Clear explanation of outcome

What NOT to Say​

  • Don't promise specific timelines
  • Don't mention specific names/roles
  • Don't guarantee outcomes
  • Don't share internal processes

Tracking Escalations​

  • Escalation date — When escalated
  • Escalation level — L2, CIO, CEO
  • Expected response — SLA for that level
  • Resolution date — When closed
  • Resolution type — Resolved, denied, referred

Urgent Escalations​

For time-sensitive issues:

  1. Follow normal process but add [URGENT] to subject
  2. Directly contact the escalation point (don't just email)
  3. Document why urgent
  4. Stay available for follow-up questions