Operations
Escalation Ladder
Template stub — This page uses the standard SOP format but has not been filled in with Tekton's process yet. Do not follow as a guide.
The escalation ladder defines who to contact at each tier when a client issue cannot be resolved at the current level.
Who owns it
Section titled “Who owns it”Nick (to define)
- TODO — Tier 1: Role-level resolution (CSM handles client complaints within 2 business hours)
- TODO — Tier 2: Nick involvement (CSM escalates if unresolved within 24 hours)
- TODO — Define what constitutes an escalation-worthy event vs. normal issue
Definition of done
Section titled “Definition of done”TODO — every escalation gets a written summary filed in Task Tracker within 48 hours.