Escalation Policy

Escalate when support cannot safely resolve the issue with standard workflows, when customer impact is high, or when authority or data risk is unclear.

Escalate to engineering

Escalate repeated job failures, suspected product regression, production-wide outage, missing source object, data integrity issue, or diagnostic evidence that contradicts the UI.

Escalate to billing operations

Escalate refund requests, credits, processor disputes, AppSumo transfer/revocation, entitlement override, or customer-impacting billing sync failure.

Escalate to security

Escalate account takeover concern, domain takeover concern, suspected data exposure, suspicious admin activity, secret leakage, or unauthorized identity provider changes.

Evidence packet

Include tenant ID, requester email, product area, object IDs, timestamps, visible error, diagnostics summary, recent audit events, attempted safe actions, and customer impact.