Individual skill
escalation-tree
Design a support/incident escalation tree — who handles what, when it escalates, and to whom. Use when asked to design an escalation path, an escalation matrix, support tiers, an on-call escalation policy, or to fix 'tickets bounce around / nothing gets escalated in time'. Produces an escalation tree — tiers & ownership, severity definitions, time-based triggers, routing rules, contacts/roles, and the customer-communication cadence per level.
skills/escalation-tree/SKILL.md
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# Escalation Tree Skill
Escalation goes wrong two ways: things sit too long before someone senior is pulled in, or everything
gets escalated and senior people drown. A clear escalation tree fixes both — it defines the tiers, the
*severity* that sets the path, the *time triggers* that force escalation, and who owns each step. This
skill designs that, so the right person is on the right issue at the right time.
## Required Inputs
Ask for these only if they aren't already provided:
- **The context** — customer support, incident/on-call, or both.
- **The tiers/teams** available — tier-1/2/3, engineering on-call, management, exec.
- **Severity meaning** — what counts as critical vs. high vs. normal in your context.