Escalation Procedure Audit
A structured review of how fintech support cases climb tiers — severity decisions, handoffs, ownership, and evidence from live tickets.
From HK$42,000 · 2–3 weeks
Who it suits
Fintech support and operations leaders preparing for diligence, regulatory questions, or an internal assurance cycle who need proof that escalation procedures operate — not only that runbooks exist.
What you receive
- Escalation tree mapped to channels, tiers, and named owners
- Ticket sample results with clear pass / gap status
- Ranked findings by customer harm and operational risk
- Remediation sequence with suggested owners and contact matrix updates
Format
Remote workshops plus Hong Kong–based sessions when useful. We sample tickets, logs, and runbooks against your stated procedure, then walk findings with support and risk leads. Pricing is informational; payment details are arranged after you enquire.