Playbook
How we pressure-test escalation procedures against live support reality — not the slide deck version of your runbook.
Map channels and severity language
We inventory support channels, severity definitions, and who is authorised to raise or lower priority. Ambiguous words like “urgent” without criteria are flagged before fieldwork begins.
Sample tickets end to end
Closed and open cases are traced from first contact through each handoff. We time the gaps, name the owners who actually acted, and note where the procedure document diverges from the ticket trail.
Stress after-hours and vendor paths
Overnight, weekend, and vendor escalation routes are tested for live contacts, fallback owners, and customer-facing communication. Dead phones and orphaned Slack channels become findings, not footnotes.
Rank gaps and hand over owners
Findings are ordered by customer harm and regulatory exposure. You leave with a remediation sequence, updated contact matrix templates, and a walkthrough for support and risk leads.