Individual skill
escalation-policies
Design escalation policies — tiers, timeouts, stakeholder matrices, and escalation paths that actually work.
skills/escalation-policies/SKILL.md
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## Overview
Escalation policies define who gets involved, when, and how — for incidents, support tickets, project risks, and customer issues. Good policies ensure the right urgency reaches the right people without bottlenecks or bypasses; bad ones create either paralysis or chaos. This skill covers designing escalation systems across contexts.
Escalation policies define how incidents move from detection to resolution: who gets paged, in what order, after how long, and with what authority.
Good policies balance speed (paging the right expert fast) with sustainability (not paging everyone for everything).
They are the difference between organized incident response and 3am chaos.
## When to use
- Designing incident escalation paths
- Creating support ticket escalation rules
- Defining project risk escalation
- Fixing "nobody knew until it was a crisis" problems