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When to Escalate

Identifying situations that require escalation beyond standard support.

Automatic Escalation Triggers​

Financial Triggers​

  • CSR withdrawal ≥300,000 → CEO
  • Any USDT withdrawal → CEO + CIO
  • Disputed amount > €5,000 → CIO
  • Suspected fraud → CIO immediately

Compliance Triggers​

  • Legal threat received → CIO → Legal
  • Regulatory inquiry → CIO immediately
  • Media/press contact → CIO immediately
  • Compliance violation report → CIO

Account Triggers​

  • Termination appeal → CIO
  • Suspected account takeover → L2 → CIO
  • KYC/KYB fraud detection → CIO
  • Multiple failed verifications → L2

Time-Based Escalation​

If not resolved within:

  • 24 hours — Standard issue, stay at L1
  • 48 hours — Consider L2 escalation
  • 72 hours — Must escalate to L2
  • 5 business days — CIO review required

Sentiment-Based Escalation​

  • Customer frustrated: Consider escalation
  • Repeated contacts (3+): Escalate to L2
  • Threat to leave: L2 review
  • Social media complaint: CIO awareness
  • Legal language used: CIO immediately

When NOT to Escalate​

Keep at current level when:

  • Issue is within standard process
  • Just needs more time (within SLA)
  • Information is still being gathered
  • Customer is satisfied with progress

Escalation Checklist​

Before escalating:

  • All standard troubleshooting completed
  • Issue clearly documented
  • Customer communication logged
  • Relevant screenshots/evidence attached
  • Attempted resolution steps listed

Gray Areas​

When uncertain, ask yourself:

  1. Could this damage the company reputation?
  2. Is there potential legal exposure?
  3. Does this involve significant money?
  4. Has standard process failed?
  5. Is the customer at risk?

If yes to any → Escalate