# Escalation

> Use to define incident tiers, response protocols, and stakeholder communications.

Use to define incident tiers, response protocols, and stakeholder communications.

- Page: https://ss33.ai/skills/gtmagents/escalation-80038801388
- Publisher: gtmagents
- Category: [Business](https://ss33.ai/skills/category/business-y1h0vy) › [Operations & productivity](https://ss33.ai/skills/category/business-y1h0vy/operations-and-productivity-ivsf8j)
- License: Apache-2.0
- Source: https://github.com/gtmagents/gtm-agents/blob/78e0419f4440bcb43bc80127e174ecf5adef1753/plugins/community-orchestration/skills/escalation/SKILL.md

## Skill

SKILL.md: https://ss33.ai/api/v1/ss33/download/gtmagents/escalation-80038801388

# Community Escalation Framework Skill

## When to Use
- Preparing moderators for sensitive situations (security issues, harassment, outages, leaks).
- Coordinating cross-functional response when community incidents impact customers or brand.
- Reviewing past incidents to tighten governance and tooling.

## Framework
1. **Tiering** – classify incidents (info request, policy violation, critical escalation) with examples.
2. **Ownership** – map responders per tier (moderators, comms, legal, security, exec sponsor).
3. **Response Playbooks** – outline steps, messaging, approvals, and timelines per tier.
4. **Tooling & Evidence** – define logging requirements, screenshots, data retention, and ticketing.
5. **Post-incident Review** – document root cause, remediation, and preventive actions.

## Templates
- Escalation matrix (tier → trigger → primary owner → backup → SLA).
- Incident log form with fields for context, actions, and status.
- Postmortem template (summary, timeline, impact, actions, follow-ups).

## Tips
- Tie escalation flows into `community-ops` automation for faster routing.
- Keep response macros ready for common issues to ensure consistent tone.
- Conduct quarterly tabletop exercises to keep responders aligned.

---