Status: Unreviewed
When to Escalate
Identifying situations that require escalation beyond standard support.
Automatic Escalation Triggers
Financial Triggers
| Trigger | Escalate To |
|---|---|
| CSR withdrawal ≥300,000 | CEO |
| Any USDT withdrawal | CEO + CIO |
| Disputed amount > €5,000 | CIO |
| Suspected fraud | CIO immediately |
Compliance Triggers
| Trigger | Escalate To |
|---|---|
| Legal threat received | CIO → Legal |
| Regulatory inquiry | CIO immediately |
| Media/press contact | CIO immediately |
| Compliance violation report | CIO |
Account Triggers
| Trigger | Escalate To |
|---|---|
| Termination appeal | CIO |
| Suspected account takeover | L2 → CIO |
| KYC/KYB fraud detection | CIO |
| Multiple failed verifications | L2 |
Time-Based Escalation
If not resolved within:
| Timeframe | Action |
|---|---|
| 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:
- Could this damage the company reputation?
- Is there potential legal exposure?
- Does this involve significant money?
- Has standard process failed?
- Is the customer at risk?
If yes to any → Escalate