# Draft a customer support escalation matrix

Customer Support Agent: work with Fulfillment and Team Operations to prepare a routing matrix from the supplied policy. Bring in Finance or Compliance only for the relevant decision.

Scope / issue categories:
Business hours and time zone:
Approved response and acknowledgment targets:
Primary owners / backup contacts:
Customer commitment and exception authority:
Redacted sample cases and authorized source references:

Return a matrix and one worked handoff per relevant case type. Distinguish functional routing from authority escalation. Include evidence required, acceptance signal, fallback owner, next checkpoint, and customer-update owner. Keep the originating owner accountable until a receiving owner accepts.

Mark missing contacts or policy decisions as unresolved. Do not invent SLAs, refund authority, delivery promises, or customer facts. Do not connect tools, route live tickets, issue refunds, or send messages. Return drafts for the support manager to review.