Standard Escalation Protocol

Tier 2 Escalation

Assign to Trust and Safety Kustomer. Send canned response per escalation chart.

Make JitBit if applicable. (If you have specific information that was obtained on the phone) If JitBit is made, put the link in the Kustomer comments.

Tier 3 Escalation

Escalate in Slack and assign to Trust and Safety Kustomer. Send canned response per escalation chart, if any.

Make JitBit if applicable. (If you have specific information that was obtained on the phone) If JitBit is made, put the link in the Slack and Kustomer comments.

Stay on top of ticket until Trust and Safety takes it over.

Tier 4 Escalation

Escalate in Slack. If no answer in Slack, reach out to Trust and Safety contact via cell. Send canned response per escalation chart,

Assign to Trust and Safety Kustomer.

Make JitBit if applicable. (If you have specific information that was obtained on the phone) If JitBit is made, put the link in the Slack and Kustomer comments.