---
page_id: notion_page_support_escalation_runbook
title: 'Support Escalation Runbook'
owner_person_key: priya_shah
owner_team: customer_success
owner_notion_user_id: notion_user_0005
status: current
created_time: 2026-03-06T09:00:00-08:00
last_edited_time: 2026-03-21T15:30:00-07:00
parent_page_id: notion_page_customer_health_playbook
tags:
  - customer-success
  - support
  - risk
source_anchors:
  - notion://notion_page_support_escalation_runbook#triage
  - looker://dashboard/dash_customer_health_risk
  - drive://drive_file_customer_health_scorecard_q1#high-risk-accounts
  - slack://customer-success/2026-03-31/1774976400.000100?thread_ts=1774976400.000100
---

# Support Escalation Runbook

Owner: Priya Shah (customer_success)

## Operating Context
Anchor: notion://notion_page_support_escalation_runbook#support-escalation-runbook

High-risk review combines open support tickets with recent requisition and approval activity drops.
Use looker://dashboard/dash_customer_health_risk for the list and drive://drive_file_customer_health_scorecard_q1#high-risk-accounts for the scorecard.
Escalations are coordinated in slack://customer-success/2026-03-31/1774976400.000100?thread_ts=1774976400.000100.

## Source Anchors

- notion://notion_page_support_escalation_runbook#triage
- looker://dashboard/dash_customer_health_risk
- drive://drive_file_customer_health_scorecard_q1#high-risk-accounts
- slack://customer-success/2026-03-31/1774976400.000100?thread_ts=1774976400.000100
