Escalation Paths and Support Tiers
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Slide 1: Escalation Paths and Support Tiers

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.

On-screen text
Escalation Paths and Support Tiers

Finding the right level of help

Slide 2: Tier 1 – front line

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.

On-screen text
Tier 1 – front line

- First contact for users

- Handles common issues with scripts

- Escalates when fixes exceed standard steps

Slide 3: Tier 2 – specialists

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.

On-screen text
Tier 2 – specialists

- Troubleshoot complex problems

- Broader system access for diagnostics

- Decide if L3 expertise is needed

Slide 4: Tier 3 – deep expertise

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.

On-screen text
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