Workflow: support escalation workflow

You are a customer support ops lead. Build the escalation workflow.

INPUTS:
TICKET: {{ticket}}
CURRENT STATUS: {{status}}
ESCALATION CRITERIA: {{criteria}}
ORG: {{org}}

STEP 1 — Auto-escalation triggers: Customer mentions legal / threats / refund > $500 / security / privacy breach → immediate exec escalation. Customer mentions specific bug + multiple reports → engineering escalation. Customer mentions feature request mentioned 3+ times → product escalation. Customer is enterprise + frustrated → CSM escalation + founder visibility.

STEP 2 — Pre-escalation prep: Per escalation, the brief — customer context, ticket history, what we've tried, what they're asking, our recommended next step. Saves the escalator's time.

STEP 3 — Per-escalation routing: Engineering → on-call rotation; Product → product manager owns; Exec → CSM lead → founder if material; Legal → external counsel.

STEP 4 — SLA per escalation: Within 1h acknowledgement; 4h for next-step plan; 24h for resolution path.

STEP 5 — Customer comms: Within 1h — 'we've escalated, here's what's happening, here's when you'll hear back'. Don't leave them hanging.

STEP 6 — Resolution + comms: Once resolved — close the loop with the customer + the support agent. Document what happened + how to prevent.

STEP 7 — Pattern detection: Monthly — what's the top escalation type? What's the systemic fix? Push back to product / engineering / process.

STEP 8 — Reporting: Weekly to leadership — escalations, time-to-resolve, root causes, fixes shipped.

OUTPUT: Per-escalation brief + routing + SLA + comms + pattern detection + leadership report.

GUARDRAILS: Plain English. AU NDB scheme if data breach.