# Escalation Protocol Template

4-level escalation structure. Fill in thresholds and timelines for your domain.

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## Escalation Levels

| Level | Role | Authority Scope | Timeline | Escalate When |
|-------|------|-----------------|----------|---------------|
| L1 | Expert / Frontline | Handle within standard authority | Immediate | Default — no escalation trigger met |
| L2 | Manager / Team Lead | Override standard policy, approve exceptions | Review within 24h | [Fill: e.g., value > $X, policy conflict, repeat offender] |
| L3 | Director | Cross-team decisions, exposure > threshold | Same business day | [Fill: e.g., exposure > $Y, regulatory risk, media risk] |
| L4 | VP / Executive | Existential or reputational risk | Within 2h | [Fill: e.g., legal liability, systemic failure, public incident] |

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## Level Definitions

### Level 1 — Expert (Handle Within Authority)
- **Who:** Frontline specialist, case handler, support agent
- **Authority:** Standard disposition options (approve / reject / refer)
- **Timeline:** Resolve immediately during interaction or within SLA
- **Escalate when:** Any L2 trigger below is met
- **L2 triggers:** [Fill for your domain]
  - Value or exposure exceeds $[threshold]
  - Case does not fit any taxonomy bucket
  - Customer has VIP or key-account status
  - Second occurrence of same issue from same source

### Level 2 — Manager (Policy Override)
- **Who:** Team lead, operations manager, senior specialist
- **Authority:** Approve policy exceptions, issue partial remedies, negotiate
- **Timeline:** Acknowledge within 4h, resolve within 24h
- **Escalate when:** Any L3 trigger below is met
- **L3 triggers:** [Fill for your domain]
  - Regulatory violation suspected
  - Exposure > $[higher threshold]
  - Cross-functional impact (affects another team's SLA)
  - Requires legal or compliance sign-off

### Level 3 — Director (Threshold Breach)
- **Who:** Department director, VP of operations
- **Authority:** Cross-team resource allocation, policy change, external negotiation
- **Timeline:** Acknowledge within 1h, resolve same business day
- **Escalate when:** Any L4 trigger below is met
- **L4 triggers:** [Fill for your domain]
  - Legal liability confirmed
  - Systemic failure (affects > [N] customers simultaneously)
  - Media or public disclosure risk
  - Regulatory reporting obligation triggered

### Level 4 — VP / Executive (Existential Risk)
- **Who:** C-suite, General Counsel, Board if applicable
- **Authority:** Full organizational response, external communications, regulatory filing
- **Timeline:** Immediate — all-hands response within 2h
- **De-escalate when:** Root cause identified, exposure contained, remediation plan approved

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## Escalation Checklist (Before Escalating)

Before escalating to the next level, confirm:
- [ ] Case is fully documented (what happened, when, who is affected)
- [ ] Current disposition options have been exhausted at this level
- [ ] Exposure or impact has been quantified (not just "significant")
- [ ] Escalation trigger is explicitly met (not just "feels big")
