Low
One user, no money at risk, no privacy risk, workaround exists.
- Reply within normal window.
- Log if repeated.
- No deploy stop.
when to call higher spirits
Escalation matrix
When normal support is not enough: stop ads, roll back deploy, contact a provider, or close the paid path.
Goal: know in advance when an issue stops being a ticket and becomes an operational risk.
what to ask first
Affected system.
Severity.
User count.
Money/privacy impact.
Medium
Several users or repeated failure, but no mass access loss. Needs a task and owner.
- Incident entry.
- Fix owner.
- Support macro update.
High / stop
Money is charged without access, private data visible to wrong person, checkout fails widely, AI generates disallowed advice.
- Pause ads.
- Disable affected paid path if needed.
- Rollback or provider escalation.
reply templates
Internal escalation
Issue is medium/high.
[Escalation] system / severity
System: ... Severity: ... Users affected: ... Money/privacy impact: ... Immediate action: ... Owner: ... Next update: ...
Ad pause note
Paid acquisition should stop temporarily.
Pause paid traffic
Paid traffic should be paused until the affected path is stable. Reason: ... Resume only after: payment path tested, support inbox cleared, incident closed.
red flags
- Any privacy cross-account issue.
- Payment succeeded but no access for multiple users.
- Provider outage during active ads.
closed when
- Severity assigned.
- Owner and next update time recorded internally.
- Ads/release/payment path paused if necessary.
related doors