In the course of our work as Support Engineers and Managers, there are instances where an Emergency may end up being larger than we expect, or unsolvable in one call. If so, this document acts as a guide on how to convert from an Emergency to an Account Escalation with the Customer Success team.
In our day-to-day work, Support Engineers are naturally reactive: ticket is created, then we work on that ticket. This changes when the customer is in an Escalated state; we need to switch to be more proactive by acting as a guide through the entirety of the escalation.
Here are some questions to guide the decision:
The role of Support Engineer / Manager focuses on defining the problem in addition to solving the problem. Communication in the Slack channel and Escalation document is highly important. You should balance your time between communicating in the Slack channel, updating the ticket, and participating in calls with the customer.
Here are a few things to keep in mind:
If you are the Escalation DRI, follow the steps to close the escalation.