Escalation Tier Design
A tier is a promise made to someone who is not in the room — publish only what the rota can keep, then keep it when it is inconvenient.
What it is
Priority support designed as an operating commitment instead of a sales adjective. Chooses the tiering basis and defends it, writes what each tier receives against what the rota can actually staff, separates the severity of an issue from the priority of an account, and gives every escalation rung a decision rather than an audience. Leaves behind the exception log, the protocol for the customer who escalates by volume, and the read that catches a tier sold beyond its staffing. For support leads running a desk of two to twenty that has started answering some people first.
What you receive
a defensible way to serve some customers faster without lying to the rest — the tiering basis written down, what each tier receives and what nobody gets, the severity scale and the escalation ladder with its authority at each rung, the capacity check that refuses any promise the rota cannot keep, and the exception log, shouting protocol and quarterly review that stop tiering becoming whoever-shouts-loudest
Delivered as a single, complete .md skill file — open it, paste it into any capable chat model, and work. No installation, no account with anyone but us.
Supported models
- Claude (Opus/Sonnet)
- ChatGPT (GPT-4o/5)
- Gemini
- any capable chat model
People reach for it when
- “how to set up support tiers for a small team”
- “what response time can I actually promise customers”
- “priority support tiers for customers who pay more”
- “how to stop the loudest customer jumping the support queue”
- “severity levels p1 p2 p3 definitions and escalation path”
Record
lineage: first-party house build
gates passed: demand-evidence · function-fit · beats-the-blank-page
status: IN THE COLLECTION
Sale-time bench runs and the fix-or-refund log attach to this record when the payment room opens.
In the collection. The sale room is being fitted; this work goes on sale when it opens.
Join the house — be written to when sales openBack to the collectionLicense
Free-shelf works ship under the DolceDrago House License — use the outputs freely, personal or commercial; the work file itself stays with the house.