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- Add intelligent-router.sh hook for automatic agent routing - Add AUTO-TRIGGER-SUMMARY.md documentation - Add FINAL-INTEGRATION-SUMMARY.md documentation - Complete Prometheus integration (6 commands + 4 tools) - Complete Dexto integration (12 commands + 5 tools) - Enhanced Ralph with access to all agents - Fix /clawd command (removed disable-model-invocation) - Update hooks.json to v5 with intelligent routing - 291 total skills now available - All 21 commands with automatic routing 🤖 Generated with [Claude Code](https://claude.com/claude-code) Co-Authored-By: Claude <noreply@anthropic.com>
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TeamFlow Escalation Policies & Procedures
Escalation Overview
The escalation process ensures that complex, sensitive, or high-priority customer issues receive appropriate attention from senior staff and management. This document outlines when to escalate, escalation paths, and procedures for different types of issues.
Escalation Criteria
Immediate Escalation (Within 15 minutes)
Security & Data Incidents
- Suspected data breach or unauthorized access
- Customer reports potential security vulnerability
- Malicious activity detected on customer accounts
- Data loss or corruption affecting customer data
- Compliance violations (GDPR, HIPAA, SOC 2)
Service Outages
- Platform-wide service disruption
- API downtime affecting multiple customers
- Critical infrastructure failures
- Database connectivity issues
- CDN or hosting provider problems
Legal & Compliance Issues
- Legal threats or litigation mentions
- Regulatory compliance inquiries
- Subpoenas or legal document requests
- Data deletion requests under GDPR "Right to be Forgotten"
- Intellectual property disputes
Priority Escalation (Within 1 hour)
Enterprise Customer Issues
- Any issue affecting Enterprise customers
- SLA violations for Enterprise accounts
- Dedicated success manager requests
- Custom integration problems
- White-label deployment issues
Financial Impact
- Billing system errors affecting multiple customers
- Payment processor failures
- Refund requests over $1,000
- Revenue recognition issues
- Contract modification requests
High-Value Accounts
- Customers with >$50k annual contract value
- Fortune 500 company issues
- Potential churn indicators for major accounts
- Competitive pressures from large customers
- Expansion opportunity discussions
Standard Escalation (Within 4 hours)
Technical Issues
- Unresolved technical problems after 24 hours
- Multiple failed resolution attempts
- Customer-reported bugs affecting core functionality
- Integration partner API issues
- Performance degradation reports
Customer Satisfaction
- Formal complaints about service quality
- Requests to speak with management
- Negative feedback about support experience
- Social media mentions requiring response
- Product feature requests from Pro customers
Escalation Paths
Level 1: First-Line Support
- Technical Support Agent: Technical issues, bugs, troubleshooting
- Billing Agent: Payment, subscription, pricing questions
- Product Info Agent: Features, plans, general information
- Response Time: 24 hours (Basic), 8 hours (Pro), 4 hours (Enterprise)
Level 2: Senior Support
- Senior Technical Specialist: Complex technical issues, integration problems
- Billing Manager: Billing disputes, refund approvals, contract changes
- Product Manager: Feature requests, product feedback, roadmap questions
- Response Time: 4 hours (all plans)
Level 3: Management
- Support Manager: Service quality issues, team performance, process improvements
- Engineering Manager: System outages, security incidents, technical escalations
- Finance Director: Large refunds, contract negotiations, revenue issues
- Response Time: 2 hours
Level 4: Executive
- VP of Customer Success: Enterprise customer issues, major account management
- CTO: Security breaches, major technical failures, architecture decisions
- CEO: Legal issues, major customer relationships, crisis management
- Response Time: 1 hour
Contact Information
Internal Emergency Contacts
24/7 On-Call Rotation
- Primary: +1-415-555-0199 (Support Manager)
- Secondary: +1-415-555-0188 (Engineering Manager)
- Escalation: +1-415-555-0177 (VP Customer Success)
Email Escalation Lists
- Security Incidents: security-incident@teamflow.com
- Service Outages: outage-response@teamflow.com
- Legal Issues: legal-emergency@teamflow.com
- Executive Escalation: executive-escalation@teamflow.com
Slack Channels
- #support-escalation: Real-time escalation coordination
- #security-alerts: Security incident response
- #outage-response: Service disruption coordination
- #customer-success: Enterprise customer issues
External Emergency Contacts
Legal Counsel
- Primary: Johnson & Associates, +1-415-555-0166
- After Hours: Emergency legal hotline, +1-415-555-0155
- International: Global Legal Partners, +44-20-1234-5678
Public Relations
- Crisis Communications: PR Partners Inc., +1-415-555-0144
- Social Media Monitoring: SocialWatch, +1-415-555-0133
Escalation Procedures
1. Security Incident Escalation
Immediate Actions (0-15 minutes)
- Secure the Environment: Isolate affected systems if possible
- Notify Security Team: Email security-incident@teamflow.com
- Document Everything: Start incident log with timeline
- Customer Communication: Acknowledge receipt, avoid details
- Activate Incident Response: Follow security incident playbook
Follow-up Actions (15-60 minutes)
- Executive Notification: Inform CTO and CEO
- Legal Review: Consult with legal counsel if needed
- Customer Updates: Provide status updates every 30 minutes
- External Notifications: Regulatory bodies if required
- Media Monitoring: Watch for public mentions
2. Service Outage Escalation
Immediate Actions (0-15 minutes)
- Status Page Update: Update status.teamflow.com
- Engineering Notification: Page on-call engineer
- Customer Communication: Send service disruption notice
- Management Alert: Notify Support and Engineering Managers
- Monitor Social Media: Watch Twitter and community forums
Follow-up Actions (15-60 minutes)
- Root Cause Analysis: Begin investigating cause
- Vendor Communication: Contact AWS, CloudFlare if needed
- Customer Success: Notify Enterprise customer success managers
- Regular Updates: Status updates every 15 minutes
- Post-Incident Review: Schedule review meeting
3. Legal/Compliance Escalation
Immediate Actions (0-15 minutes)
- Preserve Records: Do not delete any relevant data
- Legal Notification: Email legal-emergency@teamflow.com
- Executive Alert: Notify CEO and CTO immediately
- Customer Response: Acknowledge receipt, request legal review time
- Document Control: Secure all relevant documentation
Follow-up Actions (15-60 minutes)
- Legal Counsel: Conference call with external legal team
- Compliance Review: Check against SOC 2, GDPR requirements
- Response Preparation: Draft official response with legal approval
- Internal Communication: Brief relevant team members
- Follow-up Plan: Establish ongoing communication schedule
4. Enterprise Customer Escalation
Immediate Actions (0-1 hour)
- Account Review: Pull complete customer history and contract
- Success Manager: Notify dedicated customer success manager
- Management Alert: Inform VP of Customer Success
- Priority Handling: Move to front of all queues
- Initial Response: Acknowledge with management involvement
Follow-up Actions (1-4 hours)
- Executive Involvement: Engage appropriate C-level if needed
- Solution Planning: Develop comprehensive resolution plan
- Resource Allocation: Assign dedicated technical resources
- Communication Plan: Establish regular update schedule
- Relationship Review: Assess overall account health
Communication Templates
Security Incident Notification
Subject: [URGENT] Security Incident - TeamFlow Customer Data
Priority: Critical
Incident ID: SEC-2024-001
Reported: [Timestamp]
Affected Customer: [Company Name]
Reported By: [Customer Contact]
Initial Report:
[Brief description of reported issue]
Immediate Actions Taken:
- Security team notified
- Incident response activated
- Customer acknowledged
- Environment secured
Next Steps:
- Investigation in progress
- Legal counsel engaged
- Customer updates every 30 minutes
- Executive team briefed
Incident Commander: [Name]
Contact: [Phone/Email]
Service Outage Alert
Subject: [OUTAGE] TeamFlow Service Disruption
Priority: High
Outage ID: OUT-2024-001
Started: [Timestamp]
Affected Services: [List services]
Impact Scope: [Geographic/Feature scope]
Symptoms:
[Description of user-facing issues]
Actions Taken:
- Status page updated
- Engineering team engaged
- Root cause investigation started
- Customer notifications sent
ETA for Resolution: [Time estimate]
Next Update: [Time]
Incident Commander: [Name]
Contact: [Phone/Email]
Escalation Metrics & SLAs
Response Time SLAs
- Security Incidents: 15 minutes initial response
- Service Outages: 15 minutes status update
- Legal Issues: 30 minutes acknowledgment
- Enterprise Customer: 1 hour initial response
- Standard Escalation: 4 hours initial response
Resolution Time Targets
- Critical Issues: 4 hours
- High Priority: 24 hours
- Standard Escalation: 72 hours
- Complex Issues: 1 week with daily updates
Escalation Success Metrics
- Customer Satisfaction: >95% for escalated issues
- First-Call Resolution: >80% for escalations
- SLA Compliance: >99% for response times
- Escalation Rate: <5% of total support tickets
Training & Certification
Escalation Team Requirements
- Security Awareness: Annual security training certification
- Legal Compliance: GDPR and privacy law training
- Customer Success: Enterprise account management training
- Communication Skills: Crisis communication workshop
- Technical Knowledge: Platform architecture certification
Regular Training Sessions
- Monthly: Escalation scenario drills
- Quarterly: Legal update sessions
- Bi-annually: Crisis communication training
- Annually: Complete escalation process review
Post-Escalation Process
Incident Review
- Root Cause Analysis: Complete within 48 hours
- Process Review: Evaluate escalation handling
- Customer Follow-up: Satisfaction survey and feedback
- Documentation: Update knowledge base and procedures
- Team Debrief: Discuss lessons learned and improvements
Continuous Improvement
- Monthly Metrics Review: Escalation trends and patterns
- Quarterly Process Updates: Refine procedures based on feedback
- Annual Training Updates: Update training materials and scenarios
- Customer Feedback Integration: Incorporate customer suggestions