Design a support escalation process

Help me design a support escalation process.
Inputs: team structure; ticket types; tools.

1. Define escalation triggers and ownership.
2. specify minimal handoff evidence and customer-update cadence.
3. distinguish transfer, acceptance and resolution with tracking.

Deliver: Principles, Severity levels, Tiers and ownership, Routing rules, Handover template, SLAs, Engineering engagement.
Clarify critical gaps, separate facts from assumptions, and do not invent data, citations or completed actions.

My material: [fill in here]

事前準備

Provide team structure; ticket types; tools.