Support Ticket Escalation Criteria

As VP Customer Success, I need to define escalation criteria for support tickets that should involve CSMs.

Current Support Context:
- Ticket Volume: {{ticket_volume}}
- Team Capacity: {{team_capacity}}
- Customer Segments: {{segments}}

Constraints:
- CSM capacity limited to 10 escalations per week per CSM
- Must cover all customer tiers appropriately
- Cannot escalate more than 15% of total tickets
- Must be automatable for ticket routing
- Must include clear ownership handoff

Define escalation rules for:

1. Severity-Based Triggers:
- What severity levels auto-escalate?
- Time thresholds for each severity?

2. Customer-Based Triggers:
- Tier-specific escalation rules
- Revenue threshold considerations
- Renewal proximity rules

3. Pattern-Based Triggers:
- Repeat ticket indicators
- Sentiment detection rules
- Volume spike thresholds

4. Content-Based Triggers:
- Keywords triggering escalation
- Feature areas requiring CSM involvement

Provide routing logic and handoff procedure for each trigger type.