Support escalation matrix template

Steps in this flowchart

• Ticket received
• Tier 1: triage & known fixes
• Resolved in 4h?
• Resolved
• Tier 2: product specialists
• Resolved in 24h?
• Bug or infrastructure?
• Tier 3: engineering on rotation
• SRE on-call
• Customer is enterprise?
• Notify account manager
• Breaching SLA?
• Escalate to support director
• Business-critical outage?
• Executive sponsor call
• Daily status updates
• Fix delivered

How to use this flowchart template

1. Click Open in the editor. The flowchart opens on a new page in FlowDiagram — nothing is uploaded and there is no sign-up.
2. Rename, add or delete shapes and drag them where you want; connectors stay attached as things move.
3. Drop in vendor logos from the library — 1,160 of them, including every AWS, Azure and Google Cloud service icon — or restyle it with the colour and theme controls.
4. Prefer text? Edit the Mermaid source below and paste it in through ☰ → Import diagram (see the Mermaid editor); it imports as an editable diagram.
5. Export to PNG, SVG or PDF, or press Ctrl+L for a link that carries the whole diagram.

Mermaid source

The whole template is the text below. Paste it into FlowDiagram, keep it in Git next to the code it describes, or hand it to an AI assistant to extend.

flowchart TD
  A((Ticket received)) --> B[Tier 1: triage & known fixes]
  B --> C{Resolved in 4h?}
  C -->|Yes| Z((Resolved))
  C -->|No| D[Tier 2: product specialists]
  D --> E{Resolved in 24h?}
  E -->|Yes| Z
  E -->|No| F{Bug or infrastructure?}
  F -->|Bug| G[Tier 3: engineering on rotation]
  F -->|Infra| H[SRE on-call]
  G --> I{Customer is enterprise?}
  H --> I
  I -->|Yes| J[Notify account manager]
  J --> K{Breaching SLA?}
  K -->|Yes| L[Escalate to support director]
  L --> M{Business-critical outage?}
  M -->|Yes| N[Executive sponsor call]
  M -->|No| O[Daily status updates]
  K -->|No| O
  I -->|No| O
  N --> O
  O --> P[Fix delivered]
  P --> Z

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