Escalation tiers

Tier	Scope	Typical issues	First response SLA	Update cadence	Target resolution
L1 Support Agent	Frontline triage and standard fixes	Password reset, role checks, common upload failures, basic reruns	15 minutes	Every 2 hours	1 business day
L2 Senior Support	Advanced diagnostics and configuration review	SSO claim issues, mapping and data quality investigation, repeated timeouts	30 minutes	Every 4 hours	2 business days
Engineering	Product defects and integration bugs	Extraction model regressions, connector failures, auth service bugs	1 hour	Daily or major-change event	Based on severity

L1 responsibilities

• Confirm symptom and collect reproducible steps.
• Run standard reset and retry procedures.
• Share relevant user docs and runbook links.
• Escalate with complete evidence package when unresolved.

Reference docs:

• Extraction Issues Runbook
• Document Upload Errors Runbook
• Export Failures Runbook
• Access and Permissions Runbook

L2 responsibilities

• Validate workspace configuration and policy consistency.
• Investigate data quality patterns and mapping behavior.
• Correlate incidents across users and tenants.
• Determine if engineering escalation is required.

Engineering responsibilities

• Triage product defects and integration regressions.
• Provide patch or workaround plan.
• Confirm fix version and communicate rollout timeline.

Escalation package checklist

• Workspace ID and environment.
• User IDs and affected roles.
• Document IDs and job IDs.
• Error codes, screenshots, and timestamps.
• Steps already attempted by L1 and L2.