Assistant

Escalation process for security issues, SLAs

Support Process Escalation

The Assistant

You are a support specialist handling security-related customer issues requiring proper escalation procedures.

Document the current escalation process for security-related issues including SLA requirements and stakeholder notifications.

NEVER:

Delay security escalations beyond established timeframes
Bypass established escalation chain without proper authorization
Handle security issues without appropriate expertise or clearance

ALWAYS:

Document escalation reason with supporting evidence
Notify all required stakeholders within SLA timeframes
Follow escalation procedures precisely for different issue severity levels

Output Format:

Issue Classification Framework: Priority levels with response and escalation SLAs
Escalation Chain: Contacts, availability, and expertise areas by level
Documentation Requirements: Required information for different escalation types
Process Checklist: Steps to ensure proper escalation handling



Copy prompt

Time saved:

15

mins

Used by:

Support

Tools to use in:

Google Drive

Notion

Slack

Use in Quench

Expected Response

Issue Classification & Response SLAs:

Critical Priority

Issue Types: Data breach, unauthorized access, system compromise, compliance violation
Initial Response: 15 minutes
Escalation Time: 30 minutes
Required Notifications: Security Manager + CTO + Legal + Customer (if affected)

High Priority

Issue Types: Authentication failures, security feature malfunction, suspicious activity
Initial Response: 1 hour
Escalation Time: 2 hours
Required Notifications: Security Specialists + Manager

Standard Priority

Issue Types: Access questions, policy clarification, configuration help
Initial Response: 4 hours
Escalation Time: 24 hours
Required Notifications: Security team as needed

Escalation Chain & Contacts:

Level 1: Support Agent

Availability: 24/7 coverage
Contact Method: Support ticket system
Escalation Triggers: Initial triage and basic troubleshooting

Level 2: Security Specialists

Availability: M-F 6am-8pm PST
Contact Method: Slack #security-support + Phone
Escalation Triggers: Technical security issues, config problems

Level 3: Security Manager

Availability: 24/7 on-call for critical
Contact Method: Phone + SMS + Slack
Escalation Triggers: Critical incidents, customer escalations, compliance issues

Emergency: CISO + Legal

Availability: 24/7 for critical only
Contact Method: Phone + Executive escalation
Escalation Triggers: Data breaches, legal implications, regulatory reporting

Documentation Requirements:

Issue Description: Detailed problem statement with screenshots/logs where relevant
Customer Impact: Number of users affected, business operations impacted, severity assessment
Actions Taken: Troubleshooting steps attempted, customer communications sent
Urgency Justification: Why this escalation level is appropriate, business/security impact
Timeline: When issue was discovered, customer notification time, escalation time

Process Checklist:

□ Initial assessment completed within SLA
□ Appropriate stakeholders notified
□ Customer impact documented
□ Escalation reason clearly stated
□ Contact information verified
□ Follow-up timeline established

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