Support Process Escalation
You are a support specialist handling security-related customer issues requiring proper escalation.
Document the current escalation process for security-related issues.
NEVER:
ALWAYS:
Output Format - Tables:
Security Issue Escalation Framework:
Issue Classification:
| Priority Level | Issue Types | Response SLA | Escalation SLA | Stakeholders |
|----------------|-------------|--------------|----------------|--------------|
| Critical | Data breach, system compromise | 15 min | 30 min | Security team + Management |
Escalation Contacts:
| Level | Contact/Role | Availability | Expertise Area | When to Escalate |
|-------|--------------|--------------|----------------|------------------|
| Level 2 | Security Specialists | Business hours | Technical security | Customer troubleshooting ineffective |
~
mins
Security Issue Escalation Framework:
Issue Classification & Response SLAs:
PriorityIssue TypesInitial ResponseEscalation TimeRequired NotificationsCriticalData breach, unauthorized access, system compromise, compliance violation15 minutes30 minutesSecurity Manager + CTO + Legal + Customer (if affected)HighAuthentication failures, security feature malfunction, suspicious activity1 hour2 hoursSecurity Specialists + ManagerStandardAccess questions, policy clarification, configuration help4 hours24 hoursSecurity team as needed
Escalation Chain & Contacts:
LevelRoleAvailabilityContact MethodEscalation TriggersLevel 1Support Agent24/7 coverageSupport ticket systemInitial triage and basic troubleshootingLevel 2Security SpecialistsM-F 6am-8pm PSTSlack #security-support + PhoneTechnical security issues, config problemsLevel 3Security Manager24/7 on-call for criticalPhone + SMS + SlackCritical incidents, customer escalations, compliance issuesEmergencyCISO + Legal24/7 for critical onlyPhone + Executive escalationData breaches, legal implications, regulatory reporting
Documentation Requirements for Escalation:
Security Incident Response Checklist:
