Escalation Paths and Support Tiers

Slide 1: Escalation Paths and Support Tiers

On-screen

Escalation Paths and Support Tiers

Finding the right level of help

Narration

Anna: Let's map out how a tricky issue moves through support teams. The goal is to fix things fast without clogging the pipeline.
Greg: Each tier focuses on what it does best. Knowing where your ticket belongs saves everyone time.

Slide 2: Tier 1 – front line

On-screen

Tier 1 – front line

First contact for users
Handles common issues with scripts
Escalates when fixes exceed standard steps

Narration

Greg: Tier 1 is the front desk. They reset passwords, guide users through quick checks and follow scripts.
Anna: If the script doesn't solve it, they escalate so the queue keeps moving.

Slide 3: Tier 2 – specialists

On-screen

Tier 2 – specialists

Troubleshoot complex problems
Broader system access for diagnostics
Decide if L3 expertise is needed

Narration

Anna: Tier 2 technicians dig deeper. They have access to system logs and configuration tools to unravel stubborn faults.
Greg: When they spot a code bug or design flaw, it's time to bring in Tier 3 specialists.

Slide 4: Tier 3 – deep expertise

On-screen

Tier 3 – deep expertise

Developers or vendor engineers
Provide root cause fixes and updates
Share solutions down the chain

User

Issue reported

Tier 1

Triage + known fixesResolve or escalate

Tier 2

escalate ↘

Deep diagnosticsBroader access, tougher faults

Tier 3 / Vendor

escalate ↘

Engineering or vendor fixRoot cause resolved

↩ Fix documented in the knowledge base, so Tier 1 resolves it next time

Narration

Greg: Tier 3 is often the product developers or vendor engineers. They tackle root causes and push permanent fixes.
Anna: Once resolved, details flow back down so Tier 1 can handle similar issues faster next time.