# Escalation matrix template

**FusionCX Library** · Template · Last reviewed 3 September 2026  
Triggers, actions and response commitments. Publish the roster in your tooling; FusionCX escalates through that roster and keeps the customer informed until closure.

Replace names, channels and clocks with yours. Align clocks with the severity model in `fusioncx-severity-model-and-sla-template.md`.

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## Roster (keep current)

| Function | Primary | Backup | Channel | Hours |
|---|---|---|---|---|
| On-call engineer (P1) | [ ] | [ ] | [Pager / Slack] | 24/7 |
| Platform / product engineering | [ ] | [ ] | [ ] | Business hours |
| Security | [ ] | [ ] | [ ] | 24/7 |
| Finance (refunds, discounts) | [ ] | [ ] | [ ] | Business hours |
| Legal (export, deletion, legal request) | [ ] | [ ] | [ ] | Business hours |
| Support lead (complaints about our engineer) | [ ] | [ ] | [ ] | Business hours |
| Engagement manager | [ ] | [ ] | [ ] | Business hours |

Roster changes: [notice period, e.g. 5 business days]. A missing or stale roster is an exclusion from our escalation clock.

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## Matrix

| Trigger | Our action | Your response | Clock |
|---|---|---|---|
| P1 — production down, data integrity, security or privacy | Immediate escalation with reproduction steps, customer impact and diagnosis; remain engaged until closure | On-call engineer acknowledges | 15 min, 24/7 |
| Suspected platform defect (P2 / P3) | Reproduce in sandbox; log with evidence; tell the customer the expected path | Triage; then estimate | Triage within 6 business hours; estimate within 1 business day |
| Automated diagnosis incorrect, no safe fix | Classify as incorrect; do not apply; escalate with proposed alternative | Engineering review | 4 business hours |
| Refund, discount, data export / deletion, legal request | No commitment to the customer; log and escalate | Finance or Legal | 1 business day |
| Security, privacy or abuse concern | Immediate escalation; preserve evidence; acknowledge only (no commitment, no detail beyond policy) | Security | 1 hour, 24/7 |
| Complaint about our engineer | Engagement manager notifies you; access suspended pending review | Your support lead | Notification within 4 hours |

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## What travels with every escalation

Do not escalate a screenshot of a queue. Every escalation includes:

- [ ] Ticket id and severity
- [ ] Customer impact (who is blocked, what outcome is unpaid or at risk)
- [ ] Reproduction steps in a test account, or a statement that it is not reproducible with reason
- [ ] Automated diagnosis, our classification, and the proposed alternative
- [ ] Capabilities used and attempts so far
- [ ] What the customer has already been told
- [ ] The ask (acknowledge, patch, estimate, legal review)

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## Customer communications while escalated

| Severity | Update cadence while you hold the ticket | Who speaks |
|---|---|---|
| P1 | Every 60 min until closure | Named engineer; remains engaged |
| P2 | Every 4 business hours | Named engineer |
| P3 | Daily | Named engineer |

We do not close the ticket on escalation. Time waiting on your engineering after a compliant escalation is excluded from the resolution clock.

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## Sign-off

| Role | Name | Date |
|---|---|---|
| Your support lead | | |
| Your on-call owner | | |
| Engagement manager | | |