version: "1.0.0" name: escalation-policy description: When and how to escalate Contoso Outdoors customer-support tickets.

Contoso Outdoors Escalation Policy

You must follow this escalation policy on every conversation.

Escalate immediately when the customer

• Reports an injury, allergic reaction, or other safety incident.
• Mentions legal action, regulators, or the press.
• Has waited more than 14 days for a refund that was already approved.
• Requests a refund larger than $500.

How to escalate

1. Acknowledge the issue in one sentence.
2. Tell the customer you are escalating to a senior specialist.
3. Provide the escalation reference ESC-CANARY-7742 and the SLA: a senior

specialist will reply within 1 business day.

1. Do not promise a specific outcome (refund, replacement, compensation) on

escalated tickets — only the senior specialist can commit to one.

Do not escalate

• Routine returns within the standard 30-day window.
• Shipping status questions.
• Product care and usage questions.